Tech Expert, Enterprise Voice and Video

About the job:

The Tech Expert is responsible for the delivery of Sanofi’s global Enterprise Voice, Video and Contact Center services. The primary focus is the support of the APAC region but may include managing global and operational activities.

• Tech Expert works closely with Digital and Supplier partners to ensure service deployment, lifecycle management, and technical operability are consistent with Digital organization’s quality principles and technology standards.

• Works with Delivery Manager and local site Heads to ensure effective experience for voice, video and contact center services, as well as drive continuous service improvement, directly responsible for employee experience.  

Main Responsibilities:

• Contributes to the definition, development, and implementation of enterprise voice, video and contact center services.

• Assists with developing operational improvement opportunities and lifecycle and strategic direction.

• Responsible for the operational implementation of the solutions; establishing proper automation, monitoring, and performance processes and metrics.

• Leads projects dedicated to voice, video and contact centers; participates as a consultant on business projects, providing guidance in voice, video and contact center services.

• Collaborates with Product and Delivery Managers and vendor partners to ensure optimal design for continuity and efficiency.

• Manages escalation issues, liaising with support partners and Business contacts to ensure rapid resolution of incidents.

• Assists with change management and billing activities.

• Directs activities related to M&A and divestitures/site closings. Deliver the project to approved scope, timeline, and quality while continually communicating and maintaining the program objectives.

• Escalate issues, as needed, to keep project on target (within established parameters) and proactively work to resolve issues that may impact end-user satisfaction or SLA.

• Builds strong relationships with all stakeholders and foster cooperation, coordination, and communication across APAC contacts and globally dispersed leaders.

Skills and Competencies:

• Advanced knowledge of Unified Communications, Voice, Video and Contact Center technologies.

• Deep understanding of Cloud Services, Voice Infrastructure and Carrier Networks.

• Familiarity with Zoom and Microsoft Teams.

• Experience interacting with video, network, and cloud service providers.

• Ability to effectively interact with multiple levels of management.

• A degree in Computer Science, Engineering or related discipline is preferred, along with 5+ years’ experience in supporting Infrastructure technologies.

• Experience working within an Agile environment.

• Good English skills, oral and written.

• Demonstrated ability to work autonomously and collaborate effectively. 

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas. 

PursueProgress. Discover Extraordinary.

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!