Architect- Genesys App Svcs - IT

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

Job summary

Henry Ford Health in Detroit seeks an experienced Enterprise Architect to lead the Genesys ecosystem architecture, ensuring scalable integration with Epic and Salesforce, and alignment with enterprise standards.

You will drive 24x7 production support, collaborate with vendors, and translate complex technical concepts for diverse audiences while advancing security and performance.

Qualifications

• Bachelor's degree in IT/CS or equivalent experience.
• 8+ years IT experience plus 2+ years in system/solution architecture.
• 5+ years in contact center/Genesys environments preferred.
• Strong security, integration, and cloud experience.

Responsibilities

• Lead Genesys ecosystem architecture and ensure scalable integration.
• Oversee production support (tier 2/3) 24x7 and new projects.
• Design, manage, and optimize integrations with Epic, Salesforce, and third parties.
• Communicate complex concepts to technical and non-technical audiences.

Skills

Security Architecture

LDAP

Active Directory

SAML

XML

SOAP

JSON

REST

Java

Cloud/Virtualization

OpenStack

Genesys

Epic

Salesforce

API Integrations

Systems Integration

Communication Skills

Education

Bachelor's degree in Information Technology/Computer Science

Tools

Genesys

Epic

Salesforce

REST APIs

OpenStack

Java

Job description

Company 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.

Company 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

General Summary:

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

Education & 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 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.