Genesys Cloud Engineer

Job Description

Client is seeking a hands on Genesys Cloud Engineer with strong integration experience to support a large scale enterprise transformation moving the organization from Cisco CCX to Genesys Cloud, while integrating Genesys with Epic, Salesforce (CRM), ServiceNow, and other supporting systems.

Day to Day Responsibilities

Genesys Cloud Delivery

• Configure and support Genesys Cloud (not Engage)

• Build and modify IVR flows and call routing logic

• Support lift and shift migrations from Cisco

• Stand up new call center groups and pods within an existing Genesys environment

• Troubleshoot call flows, routing issues, and configuration problems

• Support evening cutovers and production stabilization as required

Integration & Automation Support

• Support Epic + Genesys integration

• Assist with automated outbound dialing

• Bridge Genesys with Salesforce / CRM, particularly for Patient Financial Services use cases

• Help reduce fragmented, manual workflows through system integration

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Skills and Requirements

• Strong, hands on Genesys Cloud experience

• Experience building IVR and call routing using Architect

• Multi system integration experience

• Experience working in enterprise or healthcare environments

• Ability to clearly communicate technical concepts • Epic + Genesys integration experience

• Salesforce / CRM integration exposure

• Cisco CCX background (especially during migration states)

• Healthcare industry experience