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About the Role

This position supports the configuration, maintenance, and optimization of the Genesys Cloud environment, its users, and integrations, including EPIC EHR. Responsibilities include managing interaction routing, IVR flows, bots, user provisioning, integrations, reporting, and system performance. The role partners with business, operations, and IT teams to implement new capabilities, troubleshoot issues, ensure platform reliability, and support continuous improvements. It also involves troubleshooting end-user issues, maintaining platform security, governance, and compliance, and documenting processes.

Responsibilities

Assist in capturing capability needs and driving quality business solutions by working with team members, customers, and technical engineers.
Assist with the creation and maintenance of deliverables such as business vision, requirements, personalization, and user interface design.
Collaborate with cross-functional teams on technology development projects throughout the delivery lifecycle.
Support requirements testing, including test plans, scenarios, documentation, and defect management.
Ensure compliance with required standards and obtain necessary approvals.
Communicate effectively with team members, customers, partners, and management.
Assist with or conduct requirement walkthroughs and sprint reviews.
Report project status.
Enable vendor solutions.
Provide accurate and concise documentation.
Troubleshoot and resolve end-user issues.
Support and maintain continuous platform security, governance, and compliance.
Document and outline processes and workflow.

Requirements

Information Systems or Technology background required.
Experience with Genesys Cloud preferred.
Experience with EPIC EHR preferred.
Experience in the Healthcare Industry preferred.
Experience with Call Centers preferred.
Experience with Telephony preferred.
Compliance with ethical and legal standards and behavioral expectations.
Compliance with HIPAA and data security guidelines.
Compliance with the company's Code of Business Conduct.

Skills

Genesys Cloud configuration
Genesys Cloud maintenance
Genesys Cloud optimization
User provisioning
Software integration
Hardware integration
EPIC EHR integration
Interaction routing (calls, SMS, emails)
IVR flows
Voice bots
Chat bots
Reporting
System performance monitoring
Troubleshooting
Platform security
Platform governance
Platform compliance
Process documentation
Workflow documentation
Requirements testing
Defect management
Communication
Vendor solutions enablement

Location

Office-based
Remote-based

Work Type

Full-time

Experience Level

Not specified

Education Level

Bachelor’s degree in Business Administration, Business Management, Information Systems or related field, or relevant experience and/or education as determined by the company in lieu of a bachelor's degree.

Salary/Compensations

$58,100.00 - $90,000.00

Benefits

Not specified

About the Company

enGen
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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Equal Opportunity

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.