Clario partners with the pharmaceutical industry to gather and organise clinical trial data, leading to quicker, more reliable trial outcomes. Join us as a Telephone System Administrator (GENESYS) to assist in providing world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide. You will be part of a growing team in Bangalore, working directly with our Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have. What We Offer Competitive compensation + shift allowances Attractive benefits (security, flexibility, support and well-being) Engaging employee programs Technology for hybrid working and great onsite facilities What You'll Be Doing The Telephone System Administrator (GENESYS) oversees day-to-day operations and maintenance of the GENESYS Cloud platform, focusing on telephony systems for Customer Care. Ensuring efficient GENESYS Cloud functioning, user management, queue management, and customer experience which will include: Utilize hands-on experience to optimize call handling, queue management and user management. 2. Oversee day-to-day GENESYS Cloud operations, ensuring efficiency Develop best practices for GENESYS Cloud use, collaborating with internal stakeholders Drive continuous improvement initiatives for GENESYS Cloud performance Troubleshoot and resolve basic GENESYS Cloud technical issues. Stay updated on GENESYS Cloud developments Monitor and analyse platform metrics, generating reports for senior management. Maintain professional relationships with Customer Care Process Analysts and IT Add people to Genesys (required) Assign roles, divisions, licenses, and add-ons Modify the profile Set up groups Add locations What We're Looking For Bachelor's degree in relevant field or equivalent practical experience 3+ years hands-on experience with GENESYS Cloud platform Relevant certifications in GENESYS Cloud platform or related areas Experience working with global teams Hands-on experience in configuring call flows and routing Experience in maintaining Genesys user management best practices Familiarity with cloud-based telephony platforms Knowledge of contact centre statistics and dashboard configuration Experience in developing telecom best practices Relevant certifications in GENESYS Cloud platform or related areas Strong solutioning experience on GENESYS Cloud platform Excellent communication skills in English At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It's only through our people that we can continue to innovate technology that will shape the future of clinical trials.
