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The Permanente Medical Group, Inc. (Kaiser Permanente Northern California)
Northern & Central California, California
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Details
Posted: 18-Jan-25
Location: Dallas, Texas
Categories:
Operations
Internal Number: 24014593-1
Position Overview:
As a Genesys CX Architect, you will lead the design, implementation, and optimization of advanced contact center solutions using the Genesys CX platform. The role will be critical in driving design, requirements gathering, innovation, enhancing customer experiences, and ensuring seamless operations and maximum efficiency.
Key Responsibilities:
- Collaborate with stakeholders to gather business requirements and translate them into technical designs.
- Design and implement contact center solutions, including IVR routing strategies, reporting mechanisms, and system integrations.
- Provide technical leadership and guidance throughout the project lifecycle.
- Optimize system performance and scalability to meet evolving business needs.
- Stay informed about industry trends and best practices to continually improve our contact center capabilities.
- Troubleshoot, update, configure, and patch Genesys Cloud Contact Center solutions.
- Collaborate with cross-functional teams to ensure seamless integration and operation.
- Monitor system performance and implement optimizations to maintain high availability and reliability.
- Assist in designing and implementing new features and functionalities within the Genesys Cloud platform.
- Develop and maintain documentation for system configurations, processes, and procedures.
- Train and support internal teams and clients as needed.
- Stay current with industry trends and best practices related to cloud contact centers and Genesys Cloud.
- Architect Quality Management (QM), Workforce Management ("WFM") / Workforce Engagement Management ("WEM)
Preferences:
- Extensive experience in designing and implementing contact center solutions using the Genesys CloudCX platform within a HealthCare Environment.
- Proficiency in IVR scripting, routing strategies, reporting configuration, and system integration.
- Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.
- Excellent communication and stakeholder management skills with the ability to collaborate effectively across teams.
- Valid Genesys Cloud Certified Professional Certification.
- Extensive knowledge and experience with Genesys Cloud.
- Broad experience with VoIP, Networking and Telecom products and solutions.
- Wireshark (Packet Capture understanding).
- Ability to create/develop reusable Data Actions Libraries and Architect Libraries.
- Strong Understanding of Advanced Dialer Concepts.
- REST understanding and familiarity.
- Understanding of Active Directory and related services- DNS DHCP, Azure, AWS, SCIM, SSO.
- Database concepts and systems.
- Conceptual understanding of AWS and AZURE architecture.
- Strong understanding interdependencies of 3rd party technologies.
- Strong understanding of AWS Lex Bot.
- Strong understanding of Google Dialog Flow.
- Bot Consumption and creation through architect.
- Reusable Bot Creation.
- Ability to build REST APIs
Experience Preferences:
- 12+ years in the design, development, and architecture of Genesys Engage technology, with specialization in voice, email, and work item channels.
- An understanding custom solutions using Genesys SDKs.
- Ability to articulate complex design solutions to business stakeholders and IT teams.
- Experience in developing IVR code using Composer and routing strategies with IRD.
- Strong presentation skills, including documentation and PowerPoint presentations.
- Expertise in voice/Unified Communications (UC) is a plus.
- Excellent problem-solving skills and meticulous attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a remote team.
- Relevant certifications in Genesys Cloud or related technologies are advantageous.
- Strong understanding of Quality Management (QM), Workforce Management ("WFM") / Workforce Engagement Management ("WEM)
- Experience with Cisco Contact Center Enterprise and migrating from on-premises to Genesys cloud.
- Hands-on experience with interaction recording, speech analytics, reporting, GP, and external integrations with custom CRM applications.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 5 Years of Experience
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!
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