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Telecommunications Solutions Architect

2 months ago

Atlanta, Georgia, United States Emory HealthcareEmory University Full time

Overview

Join a dynamic team at Emory Healthcare.

At Emory Healthcare, we empower your career journey with exceptional benefits, valuable resources, ongoing mentorship, and leadership programs across various roles, all within a supportive environment that encourages you to achieve your professional aspirations.

We offer:

  • Comprehensive health benefits effective from day one
  • Assistance and reimbursement programs for student loans
  • Family-oriented benefits
  • Wellness incentives
  • Continuous mentorship and leadership development
  • And more

Our Information Technology division is at the forefront of transforming healthcare. We collaborate to enhance lives through innovation, empathy, and a steadfast commitment to excellence in patient care.

Position Summary

A Telecommunications Solutions Architect plays a pivotal role in enhancing, automating, supporting, and innovating our Genesys Cloud platform. This individual will collaborate closely with our Implementation team and Business Analysts to ensure high levels of interaction and satisfaction, while recommending and executing technical solutions that align with established business goals and address complex challenges.

  • Engage in requirements gathering sessions.
  • Assess both Functional and Non-Functional requirements of the application.
  • Design and suggest technical solutions to fulfill business needs.
  • Troubleshoot and resolve user issues with Genesys Cloud, coordinating with IT/Development as necessary.
  • Provide technical support to the development team to ensure compliance with defined business rules and technical standards.
  • Develop and maintain essential diagrams, documentation, and processes to guarantee the ongoing operation of the Genesys Cloud ecosystem.
  • Collaborate with other administrators, developers, and business analysts to evaluate new project requests and define user stories.
  • Strategize and implement effective change and release management policies and practices.
  • Stay informed about the latest SaaS/Genesys Cloud platform technologies and features relevant to our ecosystem.
  • Work with Product Management to prioritize business cases for new functionalities/features required for Product Support and to assess new beta features available for Product Support.
  • Ensure alignment between Automation and Test Design areas, including Unitary, Integrated Testing, and Quality Assurance.
  • Assist in the testing phases, including Unitary, Integrated, and Regressive Testing and Hypercare.
  • Provide approval support to users and integrated systems.
  • A minimum of 6 years of experience is highly recommended, with specific expertise in Genesys Cloud.
  • Experience in building and deploying voice call flows.
  • Familiarity with CRM tool integrations, such as Salesforce.
  • Proven experience in troubleshooting enterprise SaaS UC/IVR systems.
  • Proficient in utilizing APIs.
  • Experience in an agile/DevOps environment.
  • Knowledge of cloud-based technologies.
  • Ability to excel in a fast-paced environment with diligence.
  • Strong oral and written communication skills.
  • Capacity to manage multiple tasks, prioritize effectively, and maintain attention to detail.
  • Ability to work independently, take initiative, and demonstrate resourcefulness.
  • Creative and analytical thinking skills.
  • Proven experience in projects targeting the financial sector, including banks, brokers, acquirers, and fintech.
  • Background in business consultancy involving Contact Center Genesys Cloud solutions.
  • Experience in implementing Genesys Contact Center projects in public cloud environments, covering voice, media (Chat, Email, SMS, WhatsApp, Video, and Social Networks), and Embedded Framework.

Additional Information

Emory Healthcare is committed to fostering a diverse, equitable, and inclusive culture. We are dedicated 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, or veteran status. We do not discriminate based on any of these factors or any other prohibited under applicable law. We value and celebrate the unique perspectives and backgrounds of all individuals, striving to create an environment of collaboration and belonging for our patients and team members.

ACCOMMODATIONS: We will provide reasonable accommodations to qualified individuals with disabilities upon request.

PHYSICAL REQUIREMENTS: Medium lifting (20-50 lbs); Occasional to frequent standing & walking; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and tasks.

ENVIRONMENTAL FACTORS: Environmental conditions may vary based on assigned work area and tasks, including exposure to blood-borne pathogens, bio-hazardous waste, chemicals, and other factors.

Connect With Us

We welcome general inquiries.

Division Emory Healthcare Inc.

Department Telephony & Digital Solutions

Job Type Regular Full-Time

Job Category Information Technology

Schedule 8a-5p

Standard Hours 40 Hours

Hourly Minimum USD $46.47/Hr.

Hourly Midpoint USD $63.90/Hr.

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all employment practices and decisions. We prohibit discrimination, harassment, and retaliation in employment based on any protected classification.