Description

Partner with IT team members and meet with the client community to assist with the delivery and implementation of Unified Communication and Collaboration technology solutions in support of business objectives to improve productivity and enhance processes. Responsibilities will primarily be baseline operational support, administrative and maintenance duties, and participation in technology projects.

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheims high regard for our employees.

Duties & Responsibilities

Consulting and Analysis: Meet regularly with IT colleagues and stakeholders to understand and help define requirements for implementing possible solutions or improvements.
Client Support: Perform baseline system support, administrative and maintenance duties for assigned systems. Troubleshoot application and system problems and take corrective actions.
Project/Solution Activities: Support goals by participating on project teams. Deliver on assigned tasks and action items.
Technical Focus: Utilize knowledge of applications/systems and underlying architecture in assigned area of responsibility. Develops and maintains awareness of IT process best practices, technology trends and emerging technologies.
Documentation: Produce documentation as required in support of baseline and project activities
Coordination: Interface with IT and business with respect to all topics related to IT Infrastructure Unified Communication and Collaboration (UCC) services in Duluth, Georgia.

Requirements

Moderate level of technical understanding and demonstrated knowledge for their area of responsibility.
Knowledge of project management and experience working on project teams required.
Moderate knowledge of and experience with life cycle methodology required.
Associate degree in Computer Science or MIS with a minimum of 4 years experience; or Bachelor degree in Computer Science, or MIS, or related field with a minimum of 2 years of experience; or a Master degree in Computer Science, MIS, with minimum 1 year of experience; or relevant Business or IT experience of minimum of 4 years.

Eligibility Requirements:

Must be legally authorized to work in the United States without restriction.
Must be willing to take a drug test and post-offer physical (if required).
Must be 18 years of age or older

Desired Skills, Experience and Abilities

Experience with 2nd and 3rd level support for Voice Services within the global team.

Managing and operating Contact Center technologies, Audiocodes SBCs and Telephony Gateways.

Proficient in telephony features of MS Teams.

Experience with managing support and development of Enterprise Voice solutions in multiple global locations, working with local engineers and telecom providers as appropriate.

Experience with PowerShell/scripting development and support

Experience deploying Telephony features in MS Teams

Experience in configuring and supporting of Contact Center (Genesys pure cloud or similar from other vendors)

Experience in Network Architecture and QoS (optimized for real-time voice/video) and Azure Active Directory

Excellent written and verbal communication skills in English