... development and integration between Genesys and other systems to meet the organizational ... Partner with product managers and product owners to understand business needs and develop ...
61 Genesys Product Development Jobs Hiring Near You
... development and integration between Genesys and other systems to meet the organizational ... Partner with product managers and product owners to understand business needs and develop ...
Genesys Jobs Information
What is it like to work at Genesys?
Genesys is a customer experience company that values innovation, collaboration, and customer-centricity, fostering a dynamic and inclusive work environment.
The company's global teams are structured to support a wide range of roles, from software engineering and product development to sales and customer success, with a focus on delivering cutting-edge solutions for customer engagement and experience management. Genesys employees work in a fast-paced, agile environment that encourages experimentation, learning, and growth.
Working at Genesys may appeal to candidates who are passionate about technology, customer experience, and innovation, as the company offers opportunities to work on complex problems, collaborate with diverse teams, and contribute to the development of industry-leading solutions.
The company's global teams are structured to support a wide range of roles, from software engineering and product development to sales and customer success, with a focus on delivering cutting-edge solutions for customer engagement and experience management. Genesys employees work in a fast-paced, agile environment that encourages experimentation, learning, and growth.
Working at Genesys may appeal to candidates who are passionate about technology, customer experience, and innovation, as the company offers opportunities to work on complex problems, collaborate with diverse teams, and contribute to the development of industry-leading solutions.
What makes Genesys an attractive place to work?
Genesys is a leading provider of customer experience and contact center solutions, recognized for its innovative approach to customer engagement and its commitment to helping businesses deliver exceptional customer experiences.
The company offers a dynamic and collaborative work environment that fosters innovation, creativity, and teamwork, with opportunities for employees to work on cutting-edge projects and contribute to the development of new technologies and solutions.
Joining Genesys provides professionals with opportunities to make a meaningful impact, drive business growth, and develop their skills in a rapidly evolving industry, with a focus on customer experience, artificial intelligence, and cloud-based solutions.
The company offers a dynamic and collaborative work environment that fosters innovation, creativity, and teamwork, with opportunities for employees to work on cutting-edge projects and contribute to the development of new technologies and solutions.
Joining Genesys provides professionals with opportunities to make a meaningful impact, drive business growth, and develop their skills in a rapidly evolving industry, with a focus on customer experience, artificial intelligence, and cloud-based solutions.
What are the most popular job types at Genesys?
What are the most popular jobs at Genesys?
What are the most popular categories at Genesys?
Full-time
Posted 4 days ago
Henry Ford Health rating
7.0
Based on 565 frontline employees who took The Breakroom Quiz
414th of 888 rated healthcare providers
Job description
GENERAL SUMMARY:
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:
EDUCATION/EXPERIENCE REQUIRED:
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
components.
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.
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About Henry Ford Health
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Henry Ford Health provides a full continuum of services from Primary and Preventative care, to Complex and Cpecialty care, Health Insurance, a full suite of home health offerings, Virtual care, Pharmacy, Eye care and other Healthcare retail. It is one of the Nation’s leading Academic Medical Centers, recognized for Clinical excellence in Cancer care, Cardiology and Cardiovascular Surgery, Neurology and Neurosurgery, Orthopedics and Sports medicine, and Multi organ transplants. Consistently ranked among the top five NIH funded institutions in Michigan, Henry Ford Health engages in more than 2,000 research projects annually. Equally committed to educating the next generation of Health Professionals, Henry Ford Health trains more than 4,000 Medical students, Residents and fellows every year across 50+ accredited programs. With more than 33,000 valued team members, Henry Ford Health is also among Michigan’s largest and most Diverse employers, including nearly 6,000 physicians and researchers from the Henry Ford Medical Group, Henry Ford Physician Network and Jackson Health Network.
Industry
Health care and social assistance
Company size
10,000+ Employees
Headquarters location
Detroit, MI, US
Year founded
1915