Contact Center DevOps Engineer

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Who we are

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

You will join the Product Development, Integration and Engineering chapter, which aims to build excellence and mastery in innovative software product development capabilities. We provide all software development and integration expertise and technology leadership required across multiple business and foundational teams to leverage technology for improved patient outcomes. It provides rapid prototyping techniques, technology consulting, and advisory to solve particular software solution problems.

You will develop, maintain, and optimize contact center systems and integrations as a Contact Center DevOps Engineer. You will work closely with business analysts, developers, and other collaborators to design and implement solutions that meet the organization's needs. You will also ensure that contact center applications are stable, scalable, and secure.

In addition, you will design, evaluate, and modify contact center platforms and associated modules to solve business problems and support research, development, engineering, or administrative/business efforts. Analyze existing contact center modules and integrations, formulate logic for additional stability, and develop new integrations and modules. Devise logical procedures, prepare flowcharts, perform coding tasks, and test/debug programs. Provide feedback for the documentation of new or existing needs. Resolve input/output processes and develop working parameters for hardware/software compatibility. Chip in to policies, procedures, expansion strategies, and product evaluation decisions. You may also provide work leadership by assigning tasks and resolving problems.

The opportunity

• Designing, building, test, and implement Contact Center and IP Telephony (IPT) solutions, ensuring robustness and reliability.

• Standardizing Contact Center and IPT components

• Leading and giving to the design and architecture of comprehensive, end-to-end Contact Center solutions, ensuring alignment with business requirements and technical standards.

• Ensuring that the Contact Center designs adhere to the Roche’s Security, Quality and Regulatory standards

• Providing third-level technical support, responding effectively to critical incidents and handling customer issues.

• Conducting training sessions and providing ongoing support to Contact Center tool users, while participating in the on-call rotation for timely assistance.

• Leading and giving to solution evaluations through Proofs of Concept (PoCs) while providing experienced consultancy on standard methodologies to optimize Contact Center technologies.

Who you are

• Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience

• Demonstrated ability in the Contact Center technology area

• Experience in the following areas/technologies: Proficiency in Cisco Unified Contact Center Enterprise (UCCE), Session Border Controllers (SBCs), Contact Center as a Service (CCaaS) platforms like Talkdesk and Genesys, Workforce Engagement Management (WEM) solutions (e.g., Call Recording, Quality Management, Interaction Analytics), and Conversational AI technologies (e.g., Virtual Agents, Agent Assistants, LLMs)

• Experience with Python, JavaScript, Git and REST APIs.

• Experience in regulated environments and modern architecture practices is advantageous, complemented by analytical thinking, hands-on problem-solving abilities, and a customer-service attitude.

• Combining out-of-the-box thinking with a “Big Picture” perspective to connect the dots, constructively challenges requirements, and focuses on reducing maintenance efforts while ensuring upgradability by minimizing complexity and customization.

Location: Madrid Osiris

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.