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A career at Amway is a career in opportunity. At Amway, you can explore and grow, make a difference, and find success. Established in 1959, Amway is a multi-billion dollar company, and the world’s No. 1 direct selling business, according to the Direct Selling News Global 100. Amway is a center of health, skincare and home product innovation and top-selling, global brands. We manufacture and distribute 450+ consumer products. More than 17,000 employees worldwide support millions of Amway Business Owners who sell Amway products.

Purpose of Role:

 

The position is primarily responsible for Unified Collaboration Globally. Manage and enhance the current and future Collaboration technologies in around 700 locations and Contact Center Platforms in 31 countries. Contact Center Platform is supporting 1000+ agents. Translate and transfer business requirements and demands into current and future technologies in the responsible areas. Advice business stakeholders about new technologies and how they can support the current business.

 

Principal Responsibilities:

 

  • Implements & maintains systems and provide 3rd line of support for owned technologies (SME role)
  • Taking the role and actively participate in shaping the current and future direction of the Global Unified Collaboration & Contact Center Platform and ensure those technologies are aligned with the business strategic plans and Amway Global IT Strategies.
  • Has a strong understanding of information systems, business processes related to Customer Service (Contact Center operations)
  • Keep current with trends and issues in the IT industry, including current technologies and prices. Advice, counsel, and educate executives and management on their competitive or financial impact.
  • Interface between regional Business users and Management to ensure business prioritizes and needs are incorporated at a corporate level for defining and implementing Global Unified Collaboration strategy

 

Required Qualifications:

 

  • BS or MS in Computer Engineering or a related technical discipline 
  • Experienced in complex, multi-subsystem system-level troubleshooting, including hands-on experience
  • Very Good understanding of network technologies
  • Experience in administration/development and troubleshooting of Cisco Contact Center platforms (UCCE / PCCE, Finesse, CVP, VVB, etc.)
  • Very good understanding of Cloud Collaboration technologies available currently on the market
  • Experience in 3rd party SBCs, Cisco CUBEs, Call Recording (ZOOM / Calabrio QM/WFM, Verint) technologies
  • Good Working knowledge of O365 solution – i.e Microsoft Teams, Microsoft Direct Routing, Microsoft Calling Plans etc.

 

Preferable Qualification:

 

  • Knowledge on the level of CCNP Voice/Collaboration
  • Database and Web Technologies - Microsoft SQL,
  • Web Services Implementations (SOAP, RESTful), Java, Java Scripts, PHP
  • Working knowledge about public cloud technologies (AWS, Azure)

 

Soft Skills

 

  • Very strong communications skills and English skills (min. B2 level) 
  • Capable of leading and supporting technical or business projects independently,
  • Able to multi-task in a fast-paced environment
  • Able to make decisions by his/her own based on knowledge and experience 
  • Flexible, service oriented, well-motivated team player, able to work under pressure
  • Strong communication skills


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