.Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionWe are looking for a highly motivated individual for the position of Solution Architect to join the Contact Center product line team.The Contact Center product line covers different generic products like call management, integration of all communication channels (voice, email, chat, case, etc.), resource management as well as AI capabilities (Voice bots, Agent Assist, Knowledge Management). The Contact Center team closely collaborates with other platforms like Salesforce Service Cloud, SAP, and ServiceNow to ensure the end-to-end integration.Your responsibilities include:Designing global platforms according to enterprise standardsArchitecture review of currently existing solutions to ensure continuous improvementResearch, evaluation, proof of concepts, and adoption of new technologiesDesigning non-functional requirements and implementation review to identify gaps between design and codeDeveloping architectural strategy and roadmapsSeeking opportunities to create additional value and improve business processesPartnering with the Infrastructure team, CRM teams, and our engineers to ensure our technical requirements are secureExperience in architecting, building, maintaining, and operating enterprise-grade systems/applicationsWe need a passionate person who has:Bachelor's degree in computer science, systems analysis, or a related study, or equivalent experience7+ years of relevant experience (software development, integration, architecture)3+ years of hands-on experience in the following areas/technologies:Deep understanding of Cisco telephony & telecommunicationsCore Components of WEM: broad and good understanding of the strategic approaches and tools used to optimize workforce performance and engagement.Nice to have experience:CCaS (Genesys / TalkDesk) system knowledgeContact center operations - Workforce Optimization Platforms, Call Recording Technology, Integrations with third-party solutionsUnderstanding of Workforce Engagement Management software platforms, their features, integration capabilities, and use casesIntegration of WEM systems with other Contact Center technologiesIdentifying inefficiencies in Contact Center operations and implementing process improvements to enhance productivity and service quality.Understanding the importance of customer satisfaction and how workforce management directly impacts the customer experience.Experience working in agile teams (e.G