Genesys Cloud Engineer

REMOTE

Summary of Position Design, implement, and operate a Genesys Cloud environment. Act as technical interface between the business and various IT teams to develop business solutions delivered via the Genesys contact center application utilizing the EmblemHealth data ecosystem to fulfill customer requests. Participate in the planning, design, implementation, maintenance, monitoring, and support of all aspects of the Telecommunications Architecture across the enterprise, including all multichannel communications. Design, implement, and operate multi‑vendor integrated solutions spanning CRM, AI virtual agents, workforce engagement, APIs, and cloud services. Apply experience in Contact Center as a Service (CCaaS), Customer Experience (CX), AI, or Cloud Communications. Understand contact center ecosystems including CRM integrations (Salesforce), REST APIs, and system integrations. Responsible for the daily management of all aspects of the cloud native Telecommunication environments that support the enterprise. Implement technology upgrades to maximize value (ROI) to the organization. Principal Accountabilities Conduct discovery sessions with business Subject Matter Experts to define the needs of the business; map the business needs to technical capabilities that exist today to support the business objectives. Design and implement complex solutions that utilize Microsoft, Genesys and other technical solutions. Interface with multiple technical teams and the business units to create custom user experiences for our Contact Center staff. Tune communications platforms to maximum operational capacity, including the omni channel experience. Perform investigations into operational, technical, and business issues that may impact customer experience. Research solutions for and implement any business operations impacting incidents or tickets that are opened by the business (including call recording archives and other ancillary systems). Serve as escalation point for issue resolution; provide subject matter expertise into problem resolution. Implement and manage voice network element monitoring tools as needed. Perform maintenance upgrades, service packs and backup of systems. Work with Senior Telecommunication Architect to manage physical infrastructure wiring for all offices, including planning, developing, researching, implementation, troubleshooting, maintenance, enhancements, etc. Perform other related tasks as directed, assigned, or required. Qualifications Education, Training, Licenses, Certifications Bachelor's degree in information systems or related field required; additional experience or specialized training may be considered in lieu of a degree requirement. Unified Communications Certification on Genesys Pure Cloud preferred. Relevant Work Experience, Knowledge, Skills, and Abilities 5‑8+ years of related work experience required. 3‑5+ years Genesys Pure Cloud experience required. 3‑5+ years of experience in a purely technical role implementing solutions in a CCaaS environment required. Experience with workforce management and call recording platforms preferred. Ability to translate requirements into technical specifications, and to develop, implement, and enforce SLAs required. Ability to organize, prioritize, and manage multiple projects and tasks with competing deadlines required. Ability to effectively manage a heavy workload in a dynamic, fast‑paced environment required. Excellent communication skills (verbal, written, presentation, interpersonal, collaboration) with all audience types and levels required. Proven ability to work effectively with vendors required. Requisition ID: 1000003079 Hiring Range: $77,760‑$149,040 #J-18808-Ljbffr EmblemHealth