Telecommunications Engineer - Genesys Cloud CX

Our client is seeking an experienced Genesys Cloud CX Subject Matter Expert (SME) to support an enterprise Genesys Cloud migration. This role is dedicated exclusively to Genesys Cloud CX and requires a highly experienced professional with recent, hands-on expertise designing, configuring, administering, optimizing, and supporting the Genesys Cloud platform., * Serve as the internal Genesys Cloud CX Subject Matter Expert during enterprise migration initiatives.

• Design, configure, administer, and optimize the Genesys Cloud CX platform.
• Build and maintain Architect IVR flows, queues, routing strategies, and skills-based routing.
• Configure and support Workforce Management (WFM) and Quality Management (QM).
• Integrate Genesys Cloud with Epic EMR through CTI, screen pops, and data actions.
• Develop, maintain, and troubleshoot Genesys Cloud APIs and integrations.
• Monitor platform performance and recommend optimization opportunities.
• Configure, repair, and install voice and data telecommunications systems while adhering to applicable standards.
• Analyze and resolve telecommunications infrastructure issues.
• Perform Tier 1 network switching and routing troubleshooting.
• Configure and support Nortel, Vocera, and ShoreTel telecommunications systems.
• Develop, test, deploy, and maintain technologies supporting enterprise telecommunications infrastructure.
• Support enterprise architecture standards and technology initiatives.
• Consult with application teams and business stakeholders regarding telecommunications technologies and best practices.
• Provide technical assistance and support to internal customers.

Technical Environment

• Genesys Cloud CX
• Architect
• ACD Routing
• IVR
• Queue Administration
• Skills-Based Routing
• Workforce Management (WFM)
• Quality Management (QM)
• Genesys Cloud APIs
• Data Actions
• Epic EMR Integration
• CTI
• Screen Pops
• Reporting & Analytics
• Telecommunications Infrastructure
• Voice & Data Networks
• Nortel
• Vocera
• ShoreTel
• Network Switching & Routing
• HIPAA

• GenesysCloud CX (Primary Requirement)
• 3+ years of expert-level Genesys Cloud CX experience
• Hands-on experience designing, configuring, administering, and supporting the Genesys Cloud platform
• Experience configuring:
• ACD Routing
• IVR / Architect Flows
• Queues
• Skills-Based Routing
• Platform Administration
• Experience integrating Genesys Cloud with Epic EMR, including:
• CTI
• Screen Pops
• Data Passing
• Strong experience with:
• Genesys Workforce Management (WFM)
• Genesys Quality Management (QM)
• Experience with:
• Genesys Cloud APIs
• Data Actions
• Reporting
• Troubleshooting
• Platform Optimization

Telecommunications / Infrastructure

• Experience developing and applying technical expertise supporting enterprise telecommunications infrastructure
• Experience configuring, repairing, and installing voice and data telecommunications systems
• Experience troubleshooting telecommunications infrastructure
• Experience providing technical support to internal customers
• Experience supporting:
• Nortel
• Vocera
• ShoreTel
• Tier 1 network switching and routing troubleshooting experience

Education / Experience

One of the following is required:

• High School Diploma (or equivalent) plus 3+ years of directly related experience

OR

• Associate’s Degree in Information Systems plus 2+ years of directly related experience, * Bachelor’s Degree in Information Systems or Business
• Relevant Information Technology certifications
• Experience supporting healthcare environments
• Knowledge of:
• HIPAA
• Healthcare Contact Centers
• Call Recording Compliance, * Genesys Cloud CX: 3 years (Required)

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Vision insurance