Telephony Solutions Architect - Emory Healthcare

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 

• Student Loan Repayment Assistance & Reimbursement Programs 

• Family-focused benefits  

• Wellness incentives 

• Ongoing mentorship, development, and leadership programs  

• And more 

Work Location: Atlanta, GA

A Telephony Solutions Architect is responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform. The Individual will work with our Implementation team and Business Analyst to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives as well as recommend innovative solutions to solve complex business problems.

RESPONSIBILITIES:

• Participate in requirements gathering meetings.
• Analyze Functional and Non-Functional requirements of the Application.
• Design and propose technical solutions to meet business needs.
• Investigate, troubleshoot, and resolve user issues with Genesys Cloud working closely with IT/Development as needed.
• Technically support the development team in implementing the solution to ensure adherence to defined business rules and technical standards.
• Create and maintain required diagrams, documentation, and processes to ensure continuous operation of the Genesys Cloud ecosystem.
• Collaborate with other admins, developers, and business analyst environment assessing and evaluating new project requests and defining user stories.
• Plan and implement effective change and release management policies and practices. 
• Stay up to date on the latest SaaS/Genesys Cloud platform technologies and features available for us within our Genesys Cloud ecosystem. 
• Collaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support as well as to understand new beta features available for Product Support to assess.
•  Provide alignment between the Automation and Test Design areas Unitary, Integrated Testing and QA. 
• Support in the testing phases Unitary, Integrated and Regressive Test and Hypercare. 
• Provide approval support to users and integrated systems.
• Experience with Genesys Cloud is highly recommended, with overall 6+ years of experience. 
• Working experience building, deploying, voice call flows.
• Experience in working on integration with CRM tools e.g., Salesforce.
• Firsthand experience troubleshooting enterprise SaaS UC/IVR systems.
• Expertise in utilizing APIs.
• Experience working within an agile/DevOps environment.
• Experience with cloud-based technologies.
• Ability to thrive in fast paced environment with diligence. 
• Excellent oral and written communication skills.
• Ability to multi-task, prioritize and be detail oriented.
• Ability to work independently, take initiative, be initiative-taking and resourceful.
• Creative and critical thinking skills.
• Proven experience in working on projects aimed at the financial market, namely: banks, brokers, acquirers and fintech.
• Experience in business consultancy involving Contact Center Genesys Cloud solutions.
• Experience in implementing Genesys Contact Center projects public cloud containing voice, media (Chat, E-mail, SMS, WhatsApp, Video and Social Networks) and Embedded Framework

Supporting a diverse, equitable and inclusive culture.  Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members.  Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. 

ACCOMODATIONS: EHC will provide reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.”  

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock , Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.