Remote Genesys Configuration Specialist — IVR & CTI Expert

Henry Ford Health; Detroit (MI); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Henry Ford Health System seeks a Configuration Specialist to administer the Genesys system within a high-volume omnichannel call center environment. You will configure IVR, call flows, and campaigns, troubleshoot incidents, and manage change and documentation under supervision.

You’ll work with Developers, Architects, and Product leaders to align tools with business strategy and participate in proof-of-concept evaluations, with training opportunities to obtain Genesys/Care certifications.

Qualifications

• Associates degree or 4 years experience with complex vendor applications that are parameter/configuration driven.
• Over 2 years of technical support and/or software development with complex vendor apps.
• 2 years experience in major system implementations and/or system maintenance.
• Experience supporting and basic knowledge of contact center environments & CRM/Web tech (HTTP/XML).
• Basic understanding of API calls (Get/Post) and API applications (Postman).
• Basic understanding of programming in web-based technologies such as Java and HTML.
• Familiarity with core Henry Ford Health Applications & Integrations (Salesforce & Epic).
• Thorough understanding of customer service processes and change control.
• Ability to acquire required training/certification within 6 months; Genesys Certification preferred CIM Platform Troubleshooting.

Responsibilities

• Act as administrator for the Genesys system in an omnichannel call center environment.
• Troubleshoot system incident tickets and manage Genesys Care tickets and change management adherence.
• Configure IVR and call flows, daily campaigns, users and queues; maintain system programming.
• Provide documentation and participate in proof-of-concept/solution evaluation activities.
• Collaborate with Developers, Architects, Manager/Director to define direction for new tools.

Skills

Communication skills

Customer service

Remote work ability

Troubleshooting

API knowledge

Web technologies

SIP/VOIP knowledge

Change management

Independent work

Education

Associates degree or 4 years experience with vendor apps (parameter/config driven)

Tools

Genesys

ServiceNow

Epic

Salesforce

Verint

HTTP/XML

Kubernetes & Docker

Job description

Configuration Specialist - Genesys | Full Time

The Configuration Specialist will act as administrator for the Genesys system in an omnichannel call center environment, troubleshooting system incident tickets to resolve system issues and management of Genesys Care tickets as well as issue management of the core system processes, including IVR and call flow setup, daily campaigns, users and queues, etc. They will be responsible for administration tasks associated with the Genesys system including the configuration, management and enhancement of the system and also for change management adherence and documentation of system programming. Working under the supervision of the Developers, Architects, Manager, Product Manager or Director: Contributes to defining the direction for new products, processes, standards, or operational plans based on business strategy with a significant impact on work group results. This involves working on proof of concept, proof of technology, solution selection process to evaluate and recommend right toolsets and capabilities.

EDUCATION AND EXPERIENCE:

• Associates degree or 4 years experience working with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• Over 2 years of technical support &/or software development with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• 2 years experience in major system implementations and/or system maintenance activities.
• Experience supporting and basic knowledge of contact center environments & fundamentals- Call Center Workflows, CRM & Web technologies: HTTP/XML.
• Demonstrated basic understanding of API calls (Get/Post) and API applications (i.e. Postman).
• Demonstrated basic understanding of programming in Web-based technologies such as Java and HTML.
• Solid demonstrated understanding of mobile platforms, all OS platforms, and networking essentials.
• Familiarity with key Henry Ford Health Applications & Integrations, such as Salesforce & Epic, with a good understanding of core system processes and interdependencies.
• Thorough understanding of customer service processes.
• Thorough understanding of change control processes & IT Best Practices.
• Excellent communication and interpersonal skills with a strong focus on customer service.
• Ability to work independently and remotely. Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role. Genesys Certification preferred CIM Platform Troubleshooting.
• 3-5 years applicable experience in a Healthcare Help Desk or Healthcare application support role, preferred.
• Knowledge of the Genesys application &/or other IVR Applications-Verint, etc., preferred.
• Troubleshooting experience in SIP environment, preferred.
• Telecommunication background and experience with VOIP/SIP/CTI standards and technologies, preferred.
• Working knowledge of ServiceNow ticketing as well as contact center software and hardware, inclusive of security capabilities, preferred.
• Familiarity with cloud platforms and cloud application architecture (Microservices, Kubernetes & Docker), preferred.

CERTIFICATIONS/LICENSURES REQUIRED:

• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role.

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.