Telephony Solutions Architect

4 days ago

Atlanta, Georgia, United States Emory Healthcare Full time
Job Title: Telephony Solutions Architect

We are seeking a highly skilled Telephony Solutions Architect to join our team at Emory Healthcare. As a key member of our organization, you will be responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform.

Responsibilities:
  • Participate in requirements gathering meetings to ensure that business needs are met.
  • Analyze functional and non-functional requirements of the application to design and propose technical solutions.
  • Investigate, troubleshoot, and resolve user issues with Genesys Cloud, working closely with IT/Development as needed.
  • Support the development team in implementing solutions to ensure adherence to defined business rules and technical standards.
  • Create and maintain required diagrams, documentation, and processes to ensure continuous operation of the Genesys Cloud ecosystem.
  • Collaborate with other admins, developers, and business analysts to assess and evaluate new project requests and define user stories.
  • Plan and implement effective change and release management policies and practices.
  • Stay up-to-date on the latest SaaS/Genesys Cloud platform technologies and features available within our Genesys Cloud ecosystem.
  • Collaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support and understand new beta features available for Product Support.
  • Provide alignment between the Automation and Test Design areas, Unitary, Integrated Testing, and QA.
  • Support in the testing phases, Unitary, Integrated, and Regressive Test, and Hypercare.
  • Provide approval support to users and integrated systems.
Requirements:
  • 6+ years of experience with Genesys Cloud, with a strong understanding of voice call flows and integration with CRM tools, such as Salesforce.
  • Experience in troubleshooting enterprise SaaS UC/IVR systems and utilizing APIs.
  • Ability to thrive in a fast-paced environment with diligence and excellent oral and written communication skills.
  • Ability to multi-task, prioritize, and be detail-oriented, with a strong work ethic and initiative-taking skills.
  • Proven experience in working on projects aimed at the financial market, including banks, brokers, acquirers, and fintech.
  • Experience in business consultancy involving Contact Center Genesys Cloud solutions and implementing Genesys Contact Center projects in public cloud environments.
Additional Details:

Emory Healthcare is committed to providing equal opportunities and access to all individuals, regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and/or veteran's status.

We respect, value, and celebrate the unique perspectives and backgrounds of all individuals and strive to create an environment of collaboration and true belonging for all our patients and team members.

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