Sr. Engineer, Telephony & Communications

The Role

Moderna is expanding our footprint to further our mission of delivering the greatest possible impact to people through mRNA medicines!

We are looking to hire a Senior Telephony & Communications Engineer who has a customer-first product mindset and embodies the Moderna Mindsets with a passion to change the future of medicine.  In this role, you will be responsible for configuring our AWS Telephony in support of our Contact Center enterprise system and building new channel for customer communication.  This role is critical in ensuring smooth operations and usability for our contact center team.  This role is pivotal in ensuring optimal performance and usability for our contact center and field engagement teams to enable the omnichannel customer 360 roadmaps across Moderna.

Here’s What You’ll Do

• Drive the design, configuration and optimization of Moderna’s AWS Connect Telephony system and new communication channel development.

• Collaborate with stakeholders to understand needs and translate them into system configurations or new channel development.

• Troubleshoot and resolve system issues to ensure optimal performance.

• Train and support users in using the systems effectively.

• Provide guidance and mentorship to the development team.

• Maintain up-to-date knowledge of AWS Connect and Salesforce Health Cloud updates and trends, including Service Cloud Voice.

• Ensure system compliance with data security, privacy standards and GxP processes.

• Collaborate with cross-functional teams to integrate other systems with the contact center platforms.

• Conduct design reviews and provide insights for continuous improvement of new features and functionalities.

• Configure AWS Connect Telephony system and its integration with Salesforce CRM, utilizing additional AWS technologies, including but not limited to Lambda, S3, etc.

• Support system compliance with data security, privacy standards, and GxP processes.

Here’s What You’ll Need (Minimum Qualifications)

• Bachelor’s degree in computer science, Information Technology (IT), or related field or a field tied to the product sector OR 5 years of equivalent professional experience in lieu of a degree.

• Experience with Amazon Connect integration with CRM systems such as Salesforce

• Experience with contact center and service center modules

• 7+ years of professional and related experience supporting call center environments and/or infrastructure implementation experience with a strong emphasis on Salesforce customization and/or deployment of Amazon Connect

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• AWS Certified Developer Associate or higher certification preferred

• Strong problem-solving skills and the ability to work under pressure

• Proven fault identification and analysis skills, critical thinking, ability to troubleshoot technologies

• Experience communicating with application users to understand and collect their requirements and requests

• Experience working in an Agile SDLC with experience creating both functional and technical user stories

• Experience with on premise and/or cloud-based Systems Administration

• Experience in a regulated environment and knowledge of GxP best practices

• Experience working in life sciences, pharma/biotech, or high-tech industries with a preference for experience in one or more of eCommerce, data/machine learning platforms, or cloud infrastructure

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
• Family care benefits, including subsidized back-up care options and on-demand tutoring
• Free premium access to fitness, nutrition, and mindfulness classes 
• Exclusive preferred pricing on Peloton fitness equipment
• Adoption and family-planning benefits
• Dedicated care coordination support for our LGBTQ+ community
• Generous paid time off, including:
  •    Vacation, sick time and holidays
  •    Volunteer time to participate within your community
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