Senior Genesys Cloud Services Engineer Remote

Profile

Description

In the fast-paced, ever-growing world of Healthcare, Humana relies on the latest technology and trends for caller experience. We are looking for an expert in Genesys technologies to help design and support changes within the environment. At Humana, we want to help people everywhere, including our associates lead their best life and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills.

The Senior Genesys Cloud Services Engineer for Customer Experience Center Platform (CECP) Platform Innovation will align to the Enterprise Innovation Office (EIO) for Humana's Contact Center as a Service (CCaaS) Platform (aka 'the Platform') provided by Genesys, Inc. (aka 'the Vendor') and the associated technology ecosystem (example: CJO, voice biometrics, etc.) This innovation office aligns all aspects of the Platform and technologies with Humana's goals ensuring prioritization of key needs across the enterprise. The office will provide the assurance that Humana is fully exploiting and leveraging their investment in the Platforms products, capabilities, features, integrations, services, ecosystem, and training to meet and exceed on these goals.

Responsibilities

The Senior Genesys Cloud Services Engineer enables call routing to provide optimal performance, continuity and efficiency in virtualized, on-demand, SaaS environments. Work assignments will involve building or modifying moderately complex caller experience routing on the Genesys system.

Required Qualifications


Bachelor's degree or equivalent professional experience
2 or more years of technical experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
Experience on Genesys Cloud (formerly PureCloud) technologies
Experience with most recent Genesys routing tools such as Genesys Routing
Responsible for change management adherence and documentation of system programming and communication of those processes to team members.
Experience with telecom support within an large enterprise environment
Experience in managing and administrating cloud Genesys contact center systems.
Experience in designing and managing call flow administration
Work during business hour however available for On Call support
Critical thinker, self-starter, clear and concise communicator
Strong analysis and problem-solving skills
Advanced verbal and presentation skills


Preferred Qualifications


Genesys Certified Professional certification preferred.


Additional Information

#LI-Remote #Cloud

Scheduled Weekly Hours

40

Company info

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