Architect - Genesys App Services | Full Time

Henry Ford Health; Detroit (MI); On-site; USD 95,000 - 125,000; Full time

Job summary

Henry Ford Health is looking for a seasoned Architecture Lead for the Genesys ecosystem in Detroit, Michigan. This role involves leading architecture, production support, and optimizing solutions that meet organizational requirements.

The ideal candidate will have extensive experience in contact center technology, particularly with Genesys, Salesforce, and Epic, and should possess strong leadership and technical writing skills. A Bachelor's degree in Information Technology or a related field is required, alongside several years of relevant experience.

Qualifications

• 8+ years of applicable Information Technology experience.
• 10 years of experience in application development and maintenance.
• 3-5 years leading complex voice application systems.
• 2 years systems integration with applications like Genesys.

Responsibilities

• Lead architecture for the Genesys ecosystem.
• Ensure production support for applications.
• Design and manage integrations with third-party solutions.
• Optimize contact center systems' performance.

Skills

Communication skills

Technical writing

Leadership skills

Troubleshooting

API technologies

Education

Bachelor's degree in Information Technology/Computer Science

Tools

Genesys

Salesforce

Epic

AWS

Azure

Job description

Overview

Working under general direction of the Project Manager, Manager or the Director: Leads the overall architecture for the Genesys ecosystem and ensures the platform can support the required growth. The Architect is a key leader of a team that is accountable for production support (tier 2 & tier 3) 24X7 as well as new projects to upgrade and improve the application architecture, development and integration between Genesys and other systems to meet the organizational requirements and ensure sustained efficiency and performance. The ideal candidate will have experience using technical & business analytical skills to seek out, research and evaluate a variety of solutions to provide clients with high quality, efficient workflows that promote enterprise-wide standardization as well as meet various industry standards/functionalities. The ideal candidate will have experience in the contact center technology space, Genesys On-Prem and Cloud solutions and experience with designing, managing and optimizing the integration of contact center systems with third party solutions.

Education and Experience

• Bachelor's degree in Information Technology/Computer Science discipline or equivalent experience is required.
• Equivalent experience for this position is eight years of applicable Information Technology experience.
• 10 year's experience in application development and maintenance of vendor-provided systems.
• 2 year's experience in designing system/solution architecture in cloud or on-premise solutions, preferably both environments.
• 3-5 year's experience in leading voice application systems or similar complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• Demonstrated strong knowledge of Security Architecture, Design and Operations, LDAP, Active Directory, SAML, web protocols XML, SOAP, JSON, REST, cloud/virtualization technologies, such as OpenStack, Java and other development frameworks.
• Working experience with designing, managing, and optimizing the integrations with third party solutions and custom developed solutions - REST APIs, Web Service Integration and/or other API technologies.
• 2 years of systems integration experience with applications such as Genesys, Epic, Salesforce.
• Highly prefer applications experience with all three products (Genesys, Epic, Salesforce).
• Demonstrated ability to diagnose production issues and work with Genesys, Carrier, and other product/services vendors in order to resolve in expedited manner.
• Excellent communication, presentation and interpersonal skills.
• Able to develop and present complex material effectively to a variety of audiences - technical, non-technical, management and leadership (including in-house and vendor).
• Ability to apply leading practices for architecture design and translate them to use case-specific applications.
• Ability to foster and maintain strong customer relationship. Ability to apply business development and leadership skills.
• Strong technical writing abilities.
• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Professional & Genesys Certified Developer Roles.
• 3 years hands-on experience with complex, multichannel contact center systems including Genesys Engage (or comparable IVR application) with Contact Center Architecture, preferred. 1-2 years of experience as Genesys Engineer/Administrator monitoring and supporting Genesys framework, preferred.
• 5+ years of experience in the Contact Center technology space, preferred.
• Good understanding of the Genesys Platform and call routing connections with customers across multiple interactions with a given customer, across multiple media channels, preferred.
• Knowledge of SIP/RTP and TCP/IP protocols, with ability to run captures and review logs and troubleshoot problems, preferred.
• Expertise with overall Genesys Routing, Interaction Routing Designer and Universal Routing Server -GVP, Routing Developer, preferred.
• Experience with Genesys Composer and Genesys Orchestration Server, preferred.
• Proficiency working with various telecom carriers and cloud providers AWS and Azure cloud services, preferred.
• Experience with Genesys WWE, GA, GAX, Speechminer, Pulse, GCXI, GMS, WFM, preferred.
• Experience with Cloud network architecture &/or On Premise to Cloud migration, preferred.
• Previous supervisory experience, preferred.

Additional Information

• Organization: Corporate Services
• Department: Ascension Access Technology
• Shift: Day Job
• Union Code: Not Applicable