DescriptionThe Genesys Applications Analyst III will be responsible for providing telephony systems/CCaaS administration and support for Genesys Cloud CX (formerly PureCloud) for Emory Healthcare's enterprise environment. Support Emory's Contact Center teams, perform Tier 1 and 2 support to end users, troubleshoot/recognize optimization opportunities, develop and maintain new and existing call flows based on business requirements, including integrations with other third party platforms.
RESPONSIBILITIES:- Works as part of a Telephony Contact Center application support team that works closely with end users, designs and builds multiple applications to meet defined business requirements.
- May be responsible for more than one application; expected to understand how multiple telephony applications work together such as Avaya, Spruce, Salesforce Voice, Hello World Voice, etc.
- Leads the testing process through test review and analysis, test witnessing and certification of software.
- May be expected to write documentation to describe application support.
- Works closely with vendors when appropriate to learn product limitations and planned development efforts.
- Works with vendor to influence future developments required to support business processes.
- Develops proposed workarounds for product limitations.
- Firmly adheres to standard concepts, practices, and procedures, including quality control, within the IS department.
- Relies on experience and judgment to plan and accomplish goals.
- Performs a variety of complicated tasks. May lead and direct the work of others.
- Provides application specific support once applications are in production.
- Works closely with other IS teams to make appropriate business and application integration decisions.
- Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes.
- Provides production support in a 7 X 24 Tier 1 environment, and participates in on call rotation.
PREFERRED QUALIFICATIONS:- Genesys Cloud CX (PureCloud) systems professional certification(s).
- At least 4 years experience administering Genesys Cloud CX in a production environment.
- Healthcare industry experience a plus.
MINIMUM QUALIFICATIONS: - Requires an associate's degree in computer science or related field and four years experience in the area of providing application level support and analysis OR six years of experience in the area of providing application level support and analysis.
- Must be able to lead, engage and mentor others.
- A wide degree of creativity and latitude is expected.
- They must be able to perform most tasks with minimal direction from management.
- Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes.
- Based on established hospital/department/unit standards, employees may not perform all duties listed in this job description.
