Genesys Cloud Architect

Platform Administration & Architecture

• Administer and optimize the Genesys Cloud CX platform, including ACD routing, IVR/Architect flows, queues, skills-based routing, divisions, and DID/number management.
• Manage roles, permissions, and security configuration aligned to least-privilege and healthcare compliance requirements.
• Configure and troubleshoot platform integrations via the Genesys Cloud API, data actions, and supported connectors.

Epic EMR Integration

• Lead and support Epic EMR integration efforts, including CTI, screen pop, and data dip configuration.
• Coordinate northbound and southbound interface design (e.g., HTTPS/443, HL7/MLLP) with clinical, integration, and middleware teams.
• Validate caller identification, context passing, and agent workflow within the integrated environment.

Workforce Management (WFM)

• Configure and tune WFM: forecasting, scheduling, adherence, and intraday management.
• Build management workflows and reporting to support supervisor and operations needs.

Quality Management (QM)

• Build and maintain QM programs: evaluation forms, scoring, call recording, and screen recording policies.
• Support compliance workflows including PCI DSS, call-recording compliance, and PHI/HIPAA-aware handling.

Reporting, Documentation & Support

• Develop and maintain performance views, custom reports, dashboards, and data export integrations.
• Document configurations, runbooks, and standard operating procedures; provide knowledge transfer to internal staff.
• Participate in troubleshooting, root-cause analysis, and vendor escalations with Genesys.

• 4+ years of hands-on Genesys Cloud CX administration and architecture experience.
• Demonstrated experience integrating Genesys Cloud with Epic (or a comparable healthcare EMR) via CTI/telephony connectors.
• Strong WFM and QM configuration and operational experience.
• Proficiency with Architect flow design, ACD/routing, and Genesys Cloud APIs and data actions.
• Working knowledge of contact center compliance (PCI DSS, call recording, PHI/HIPAA-aware handling)., * 4+ years of hands-on Genesys Cloud CX administration and architecture experience.
• · Demonstrated experience integrating Genesys Cloud with Epic (or a comparable healthcare EMR) via CTI/telephony connectors.
• Strong WFM and QM configuration and operational experience.
• Proficiency with Architect flow design, ACD/routing, and Genesys Cloud APIs and data actions.

Work Location: Hybrid remote in Fort Worth, TX 76147

3.83.8 out of 5 stars Fort Worth, TX 76147 Hybrid work $65 - $75 an hour - Contract