Genesys Cloud Engineer - 241598

Job Title: Sr. Genesys Cloud Engineer - 241598
Work Location: Fully Remote in the US - EST Hours
Position Type: Direct Hire
Compensation: $120,000 - $130,000 / year + benefits

ABOUT OUR CLIENT / ABOUT THIS ROLE
Our client is a Healthcare System with 11 operational hospitals and more than 250 provider locations throughout the Southeastern United States. They are replacing their Enterprise Telephony Platform with Genesys Cloud CX. This role will be partnering with both internal teams, and with the implementation partner to lead the configuration of Genesys IVA/IVR workflows, and integrate Genesys with other applications used in the Health System - from Epic and Nurse Scheduling to ServiceNow, Workday, UKG, etc.

RESPONSIBILITIES

• Serving as a Senior hands-on Engineer for implementing Genesys Cloud and configuring IVA / IVR Workflows


• Integrating Genesys with both Clinical and Non-Clinical Applications, such as Epic, Nurse Scheduling, ServiceNow - SNOW, UKG, etc.


• Creating and implementing the Conversational IVA/IVR, Chatbot and automations using GenesysApps like Cyara, Botium.


• Creating complex IVR flows and connecting the IVR to voicebots and reusable modules


• Testing and validating the configurations before going live


• Providing ongoing engineering support as the product matures


• Mentoring and developing less experienced team members in troubleshooting and IVR best practices

REQUIRED SKILLS & QUALIFICATIONS

• Required 7-10 years professional experience in Voice, IVR and Call Center


• 5+ years with Genesys Cloud CX and /or Genesys Voice Portal


• Experience in IVA and IVR Configurations


• Prior Healthcare Provider experience is highly preferred

Please note that talent must be permanently authorized to work in the US for any employer, without the need for visa sponsorship now or in the future.

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.