EmblemHealth

Genesys Cloud Engineer

EmblemHealth • $100K — $130K *
New York, NY 10025In-Person
Telecommunications & Hardware
5 - 7 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in information systems or related field; or equivalent experience.
  • Unified Communications Certification on Genesys Pure Cloud preferred.
  • 5-8+ years of related work experience.
  • 3-5+ years Genesys Pure Cloud experience required.
  • 3-5+ years experience in a CCaaS environment.

Responsibilities

  • Design and manage the Genesys Cloud environment to support enterprise operations.
  • Collaborate with business and IT teams to develop tailored solutions using the Genesys contact center application.
  • Conduct discovery sessions to align technical capabilities with business needs.
  • Implement complex solutions involving Microsoft, Genesys, and other technologies.
  • Monitor and optimize multi-channel communication platforms for peak performance.
  • Investigate technical issues to enhance customer experience.
  • Provide escalation support and subject matter expertise for problem resolution.

Benefits

  • Remote work flexibility.
  • Opportunities for professional development and certifications.
  • Dynamic work environment with a focus on innovation.
  • Collaborative team culture across IT and business functions.
Full Job Description
REMOTE

Summary of Position
  • Design, implement, and operate a Genesys Cloud environment.
  • Act as technical interface between the business and various IT teams to develop business solutions delivered via the Genesys contact center application utilizing the EmblemHealth data ecosystem to fulfill customer requests
  • Participate in the planning, design, implementation, maintenance, monitoring, and support of all aspects of the Telecommunications Architecture across the enterprise, this includes all multichannel communications
  • Design, implement, and operate multi-vendor integrated solutions spanning CRM, AI virtual agents, workforce engagement, APIs, and cloud services.
  • Apply experience in Contact Center as a Service (CCaaS), Customer Experience (CX), AI, or Cloud Communications.
  • Understand contact center ecosystems including CRM integrations (Salesforce), REST APIs, and system integrations.
  • Responsible for the daily management of all aspects of the cloud native Telecommunication environments that support the enterprise.
  • Implement technology upgrades to maximize value (ROI) to the organization


Principal Accountabilities
  • Conduct discovery sessions with business Subject Matter Experts to define the needs of the business; map the business needs to technical capabilities that exist today to support the business objectives.
  • Design and implement complex solutions that utilize Microsoft, Genesys and other technical solutions.
  • Interface with multiple technical teams and the business units to create custom user experiences for our Contact Center staff.
  • Tune communications platforms to maximum operational capacity, this includes the omni channel experience.
  • Perform investigations into operational / technical and business issues that may impact customer experience.
  • Research solutions for and implement any business operations impacting incidents or tickets that are opened by the business (including call recording archives and other ancillary systems).
  • Serve as escalation point for issue resolution; provide subject matter expertise into problem resolution.
  • Implement and manage voice network element monitoring tools as needed.
  • Perform maintenance upgrades, service packs and backup of systems.
  • Work with Senior Telecommunication Architect to manage physical infrastructure wiring for all offices, including planning, developing, researching, implementation, troubleshooting, maintenance, enhancements, etc.
  • Perform other related tasks as directed, assigned, or required.


Qualifications

Education, Training, Licenses, Certifications
  • Bachelor's degree in information systems or related field required; Additional experience/specialized training may be considered in lieu of degree requirement.
  • Unified Communications Certification on Genesis Pure Cloud preferred.


Relevant Work Experience, Knowledge, Skills, and Abilities
  • 5 - 8+ years of related work experience required
  • 3 - 5+ years Genesys Pure Cloud experience required
  • 3 - 5+ years' experience in a purely technical role implementing solutions in a CCaaS environment required
  • Experience with Workforce management and call recording platforms preferred
  • Ability to translate requirements into technical specs, and to develop/implement/enforce SLAs required
  • Ability to organize, prioritize, and manage multiple projects/tasks with competing deadlines required
  • Ability to effectively manage a heavy workload in a dynamic, fast paced environment required
  • Excellent communication skills (verbal, written, presentation, interpersonal, collaboration) with all audience types/levels required
  • Proven ability to work effectively with vendors required

About EmblemHealth

EmblemHealth is a non-profit health insurance company based in New York City. It is one of the largest non-profit health insurers in the United States, serving over 3 million people. EmblemHealth offers a range of health insurance plans, including HMO, PPO, and EPO plans, as well as Medicare and Medicaid plans. The company also offers wellness programs and disease management services. EmblemHealth was formed in 2006 through the merger of Group Health Incorporated (GHI) and the Health Insurance Plan of Greater New York (HIP). The company has offices in New York City and Albany, New York.
Learn more about EmblemHealth
Size
3,000 employees
Industry
Healthcare
Net Income
-$100 million
Founded
2006
5 Year Trend
-5%
Revenue
$10 billion
NASDAQ
* Ladders Estimates

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