Genesys Application Support Jobs (NOW HIRING)

Working under general direction of the Project Manager, Manager or the Director: Leads the overall architecture for the Genesys ecosystem and ensures the platform can support the required growth. The Architect is a key leader of a team that is accountable for production support (tier 2 & tier 3) 24X7 as well as new projects to upgrade and improve the application architecture, development and integration between Genesys and other systems to meet the organizational requirements and ensure sustained efficiency and performance. The ideal candidate will have experience using technical & business analytical skills to seek out, research and evaluate a variety of solutions to provide clients with high quality, efficient workflows that promote enterprise-wide standardization as well as meet various industry standards/functionalities. The ideal candidate will have experience in the contact center technology space, Genesys On-Prem and Cloud solutions and experience with designing, managing and optimizing the integration of contact center systems with third party solutions.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the Genesys ecosystem.
• Leads the assessment, architecture, and configuration efforts of the Genesys cosystem and efforts of assigned staff to achieve stated architecture and configuration.

Plan, scope, size, architect, design, prototype and engineer Genesys framework

Responsible for the design and architecture of integration projects.

Responsible for handling the technical tracks of architecture consulting and product selection.

• Responsible for steering requirements as a SME to identify and achieve business goals efficiently.
• Optimize performance of systems and create reference benchmarks as well as
  provide best practice recommendations across the Genesys ecosystem.
• Understand technology & technology architecture related to the Genesys
  ecosystem.
• Drive effort reduction through use of efficient and optimized architecture design and
  technical solutions.
• Collaborate with work teams, departments, system leadership, clinicians, staff, other
  IT groups and technology vendors to define needs and facilitate solutions.
• Leads and contributes efforts to estimate work effort and resource requirements for
  SOWs.
• Leads the technical response bridge for major outages impacting the Genesys user
  community.
• Works closely with Ancillary Departments, Operations, Epic, Genesys, Salesforce and other Vendor/IT groups to triage, diagnosis and resolve all production support issues to the satisfaction of our customers.
• Provides Tier 3 support and assists in troubleshooting when systems and operational issues arise.
• Engages with cross functional teams (Network, Voice, Infrastructure, Helios/Epic), system leadership and technology vendors to triage, diagnose and resolve production support issues and to provide recommendations to enable reliable and scalable solutions.
• Co-ordinates and directs activities of the Genesys Application Support Developers and Configuration Specialists.
• Recommends, co-ordinates and directs training requirements for the Genesys Application Support Developers and Configuration Specialists.
• Creates project documentation such as high-level designs, project planning, design patterns, non-functional requirements and follow best practices of architecture and design.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor’s degree in Information Technology/Computer Science discipline or equivalent experience is required. Equivalent experience for this position is eight years of applicable Information Technology experience.
• 10 years’ experience in application development and maintenance of vendor provided systems.
• 2 years’ experience in designing system/solution architecture in cloud or on-premise solutions, preferably both environments.
• 3-5 years’ experience in leading voice application systems or similar complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• Demonstrated strong knowledge of Security Architecture, Design and Operations, LDAP, Active Directory, SAML, web protocols XML, SOAP, JSON, REST, cloud/virtualization technologies, such as OpenStack, Java and other development frameworks.
• Working experience with designing, managing, and optimizing the integrations with third party solutions and custom developed solutions-REST APIs, Web Service Integration and/or other API technologies.
• 2 years of systems integration experience with applications such as Genesys, Epic, Salesforce. Highly prefer applications experience with all three products (Genesys, Epic, Salesforce).
• Demonstrated ability to diagnose production issues and work with Genesys, Carrier, and other product/services vendors in order to resolve in expedited manner.
• Excellent communication, presentation and interpersonal skills. Able to develop and present complex material effectively to a variety of audiences-technical, non technical, management and leadership (including in-house and vendor).
• Ability to apply leading practices for architecture design and translate them to use case-specific applications.
• Ability to foster and maintain strong customer relationship.
• Ability to apply business development and leadership skills.
• Strong technical writing abilities.
• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Professional & Genesys Certified Developer Roles.
• Highly prefer applications experience with all three of these products: Genesys, Epic, Salesforce.
• 3 years hands-on experience with complex, multichannel contact center systems including Genesys Engage (or comparable IVR application) with Contact Center Architecture, preferred.
• 1-2 years of experience as Genesys Engineer/Administrator monitoring and supporting Genesys framework, preferred.
• 5+ years of experience in the Contact Center technology space, preferred.
• Good understanding of the Genesys Platform and call routing connections with customers across multiple interactions with a given customer, across multiple media channels, preferred.
• Knowledge of SIP/RTP and TCP/IP protocols, with ability to run captures and review logs and troubleshoot problems, preferred.
• Expertise with overall Genesys Routing, Interaction Routing Designer and Universal Routing Server -GVP, Routing Developer, preferred.
• Experience with Genesys Composer and Genesys Orchestration Server, preferred.
• Proficiency working with various telecom carriers and cloud providers AWS and Azure cloud services, preferred.
• Experience with Genesys WWE, GA, GAX, Speechminer, Pulse, GCXI, GMS, WFM, preferred.
• Experience with Cloud network architecture &/or On Premise to Cloud migration, preferred.
• Previous supervisory experience, preferred.

Additional Information

• Organization: Corporate Services
• Department: Access Technology
• Shift: Day Job
• Union Code: Not Applicable

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affiantative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.

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