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Form of workJob Description
Job Summary
Come join our Voice Technology Team as a Support Analyst! .The Senior Voice Tech Support Analyst is responsible for supporting Call Center phone-based activities and provides vendor support for specified functional area of the Voice Technology operation. Works with Operational Stakeholders to define their project requirements, works with vendors and shared services partners to ensure the successful implementation of small to midsized enhancements. Provides support for Call Center phone-based support activities. Tasks to focus primarily upon call center technologies (e.g., Genesys, Nuance, etc....) product suite, but an overall implementation involves issues that span the breadth of IT it may touch on cloud computing, hardware, virtualized hardware, operating systems, software, telephony, or network.
Job Responsibility
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA's purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation's medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide."
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".
External Basic Qualifications
Preferred Qualifications
Job Summary
Come join our Voice Technology Team as a Support Analyst! .The Senior Voice Tech Support Analyst is responsible for supporting Call Center phone-based activities and provides vendor support for specified functional area of the Voice Technology operation. Works with Operational Stakeholders to define their project requirements, works with vendors and shared services partners to ensure the successful implementation of small to midsized enhancements. Provides support for Call Center phone-based support activities. Tasks to focus primarily upon call center technologies (e.g., Genesys, Nuance, etc....) product suite, but an overall implementation involves issues that span the breadth of IT it may touch on cloud computing, hardware, virtualized hardware, operating systems, software, telephony, or network.
Job Responsibility
- Accountable for the design, development and delivery activities for Genesys and Nuance solutions by our vendors and partners
- Generation of acceptance criteria for both QA and UAT for Voice Technology changes including Defect Resolution and Change Request
- Act as primary conduit for new service requests and be primary point person for pipeline management of active requests.
- Go live and on-going in life support both remotely and onsite as required
- Active monitoring, impact identification and RCA follow ups of production outages
- Assists in refresh and maintenance of lower level environments for cloud hosted application environments
- Take ownership of incident tickets and solve in a proactive manner
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA's purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation's medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide."
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".
External Basic Qualifications
- Bachelor's Degree and at least 1 years of experience in Computer Science Information Technology, Mathematics or related area of study OR High School GED and at least 4 years of experience in Computer Science Information Technology, Mathematics or related area of study
- Bachelor's degree in Computer Science Information Technology, Mathematics or related area of study or equivalent combination of education and or relevant work experience
- 5 years of experience in a technical analytics role
- Demonstrated experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions
- Proficiency in excel
- Excellent verbal and written communication skills ability to effectively communicate technical information either individually or in a group setting to the user in understandable terms
- Ability to read, write and interpret documents such as requirements, grooming of stories, and process documentation
- Demonstrated experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors
- Demonstrated experience using time management skills such as prioritizing organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
- Special technical knowledge of the techniques and procedures of software hardware and network support for multiple users understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment
- Demonstrated experience in Technical Operations
- Active monitoring, impact identification and RCA follow ups
- Willing to travel up to at least 10 percent of the time for business purposes (within state and out of state)
Preferred Qualifications
- Master's degree in Computer Science Information Technology, Mathematics area of study or equivalent combination of education and or relevant work experience
- Knowledge of the Genesys product Suite
- Ability to speak Spanish
- IVR Nuance experience
