Sr. Contact Center Specialist - Genesys
Core
Architecting and governing complex, multi-channel enterprise Contact Center solutions using Genesys platforms, focusing on voice, digital, and AI-enabled self-service experiences for healthcare environments.
Role type
Senior IC Contact Center Solutions Architect (Genesys)
Builds
Scalable call center solutions, call flows, routing strategies, and integrated ecosystems connecting CRM, WEM, and clinical systems.
Domain
Healthcare / Contact Center Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Genesys Cloud/Engage architecture, IVR design, call routing strategies, REST API integration, Salesforce integration, Verint WEM configuration, healthcare EMR/ERM integration, reporting framework design, CI/CD pipeline management, conversational AI integration.
Preferred skills
Healthcare industry experience, clinical workflow knowledge, HIPAA compliance expertise, Python/JavaScript scripting, cross-functional vendor management.
Technologies
Genesys Cloud, Genesys Engage, Salesforce, Verint, Athena, REST APIs, CI/CD tools.
Responsibilities
Design and implement enterprise Contact Center solutions; develop call flows, IVR configurations, and routing strategies; lead integrations with third-party AI, CRM, and clinical systems; design APIs for data exchange; develop reporting frameworks and dashboards; support DevOps practices for contact center deployment; mentor team members on architecture and best practices.
Seniority
Senior, hands-on IC with technical leadership
