This Architect role is a critical component within the larger Technical Operations team, providing technical guidance for our future technology strategy. Our team's main focus is; maintaining operational stability of our Contact Center Environment & associated software solutions, and providing hands on support to our front line operations staff. We drive innovation, new program implementations & adjustments, and are the technical engine room that powers the services provided by the PPD - Medical Communications Department! To learn more about our Medical Communications Team, please visit our website: https://www.ppd.com/our-solutions/clinical/peri-and-post-approval/medical-communications/

Day In The Life

In this role, you will assist in crafting our service offerings in the contact center (Genesys) and CRM (Salesforce) space by understanding current and prospective client needs, industry technology trends, and future roadmap offerings from each software vendor (Salesforce & Genesys). This will be a collaborative process in partnership with our Innovation and Client Solutioning teams. Future service offerings will then be presented to our executive governance committee for approval. Once approved, our technical teams will deliver these roadmap items on time and within budget.

Due to the complexity of our business, data and system architecture are critical to our success. It will be your job to ensure our platforms are securely and logically architected to enable future growth. As technology evolves there will be an opportunity to run pilots and proof of concepts with new tech offerings outside your current remit. Does this challenge excite you? If so please apply within!

Job Qualification & Educational Experience

• Bachelor's degree in Technical subject area, Business, Science, equivalent work experience, and/or Master's degree a plus
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 10+ years).
• Experience in delivery of successful Enterprise level IT projects
• Architecture responsibility of a Salesforce OR Genesys Cloud implementation

Desired Knowledge, skills and abilities:

We are looking for a strong standout candidate that is able to complement our current team, inspire change and build trust with key business partners and vendors.

• Knowledge of contact center processes, technology and concepts
• Experience managing or administering Salesforce and Genesys Cloud platforms
• Ability to implement orderly structure in sophisticated situations, combine big picture thinking with data and details to think through a problem
• Strong social skills, including collaboration, facilitation, leadership and executive presence
• Effective written and verbal communication skills
• Strong personality with the ability to influence change
• Positive demeanor with a dedication to a high quality of work
• Outstanding customer service skills
• Proven understanding of systems in use within the CRO/Pharmaceutical industry

Diversity Statement

PPD is proud to be an affirmative action employer that values diversity as a strength and fosters an environment of mutual respect. PPD is committed to providing equal employment opportunities without regard to age, race, color, pregnancy, national origin, religion, sex, gender identity, sexual orientation, disability, veteran status or status within any other protected group.