Configuration Specialist - Genesys | Full Time

About the role

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 managing Genesys Care tickets as well as issue management of core system processes, including IVR and call flow setup, daily campaigns, users, and queues. They will handle administration tasks associated with the Genesys system, including configuration, management, enhancement, change management adherence, and documentation of system programming.

Working under the supervision of Developers, Architects, Manager, Product Manager, or Director, the role 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, and solution selection processes to evaluate and recommend appropriate toolsets and capabilities.

Requirements

• Associates degree or 4 years of experience working with complex, state-of-the-art/leading-edge vendor applications that are parameter/configuration driven (e.g., Epic, Salesforce).
• Over 2 years of technical support and/or software development with complex, state-of-the-art/leading-edge vendor applications that are parameter/configuration driven (e.g., Epic, Salesforce).
• 2 years of experience in major system implementations and/or system maintenance activities.
• Experience supporting and basic knowledge of contact center environments and fundamentals, including Call Center Workflows, CRM, and Web technologies (HTTP/XML).
• Demonstrated basic understanding of API calls (GET/POST) and API applications (e.g., Postman).
• Demonstrated basic understanding of programming in Web-based technologies such as Java and HTML.
• Solid understanding of mobile platforms, all OS platforms, and networking essentials.
• Familiarity with key Henry Ford Health applications and integrations, such as Salesforce and Epic, with a good understanding of core system processes and interdependencies.
• Thorough understanding of customer service processes and change control processes, as well as 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.

Preferred Qualifications

• Genesys Certification (CIM Platform Troubleshooting).
• Intermediate coding experience in JavaScript/JSON, SQL, Linux, and UNIX Server Administration.
• 3-5 years of applicable experience in a Healthcare Help Desk or Healthcare application support role.
• Knowledge of the Genesys application and/or other IVR applications (e.g., Verint).
• Troubleshooting experience in a SIP environment.
• Telecommunication background and experience with VOIP/SIP/CTI standards and technologies.
• Working knowledge of ServiceNow ticketing as well as contact center software and hardware, including security capabilities.
• Familiarity with cloud platforms and cloud application architecture (Microservices, Kubernetes, and Docker).

Schedule

Day shift.