Architect - Genesys App Services - IT

Henry-Ford-Health-2; Troy (MI); On-site; USD 120,000 - 180,000; Full time

Job summary

Henry Ford Health is seeking an experienced Architect to lead the Genesys ecosystem architecture, ensuring scalability and 24x7 production support. You will design, implement, and optimize integrations between Genesys and partner systems while guiding a team of engineers.

The ideal candidate has a strong background in contact center technologies, cloud and on‑premise deployments (AWS/Azure), and a track record of delivering enterprise‑grade solutions.

Qualifications

• Bachelor's degree in IT/Computer Science or equivalent experience.
• 10 years experience in application development and maintenance of vendor-provided systems.
• 2 years designing system/solution architecture in cloud or on-premise environments.
• 3-5 years leading voice applications or similar complex vendor apps.
• Strong knowledge of security architecture, LDAP, Active Directory, SAML, web protocols XML, SOAP, JSON, REST, cloud/virtualization tech such as OpenStack, Java.
• Experience with REST APIs and third-party integrations.
• 2 years of systems integration with Genesys, Epic, Salesforce (prefer all three).
• Excellent communication, presentation and interpersonal skills.
• Willingness to obtain Genesys certifications within 6 months; preferred experience with Genesys Engage/Epic/Salesforce.

Responsibilities

• Lead the overall architecture for the Genesys ecosystem.
• Ensure the platform supports required growth and 24x7 production support.
• Design, manage, and optimize integrations between Genesys and third-party systems.
• Research and evaluate solutions to meet enterprise standards and regulatory needs.
• Provide technical leadership and mentor team members.

Skills

Security Architecture

System Design

Cloud Experience

API Integration

Leadership

Technical Writing

Customer Relationship

Education

Bachelor's degree in IT/CS

Tools

Genesys

Epic

Salesforce

AWS

Azure

Job description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

Description:

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.

Qualifications

• 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 years experience in application development and maintenance of vendor-provided systems.
• 2 years experience in designing system/solution architecture in cloud or on-premise solutions, preferably both environments.
• 3-5 years 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. Highly prefer applications experience with all three of these products: Genesys, Epic, Salesforce.
• 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.

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