Telephony Solutions Architect

Company: Emory Healthcare
Location: Atlanta
Posted on: May 1, 2025

Job Description:

OverviewBe inspired. Be rewarded. Belong. At Emory Healthcare.At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And moreWork Location: Atlanta, GADescriptionA Telephony Solutions Architect is responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform. The Individual will work with our Implementation team and Business Analyst to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives as well as recommend innovative solutions to solve complex business problems.RESPONSIBILITIES:
  • Participate in requirements gathering meetings.
  • Analyze Functional and Non-Functional requirements of the Application.
  • Design and propose technical solutions to meet business needs.
  • Investigate, troubleshoot, and resolve user issues with Genesys Cloud working closely with IT/Development as needed.
  • Technically support the development team in implementing the solution to ensure adherence to defined business rules and technical standards.
  • Create and maintain required diagrams, documentation, and processes to ensure continuous operation of the Genesys Cloud ecosystem.
  • Collaborate with other admins, developers, and business analyst environment assessing and evaluating new project requests and defining user stories.
  • Plan and implement effective change and release management policies and practices.
  • Stay up to date on the latest SaaS/Genesys Cloud platform technologies and features available for us within our Genesys Cloud ecosystem.
  • Collaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support as well as to understand new beta features available for Product Support to assess.
  • Provide alignment between the Automation and Test Design areas Unitary, Integrated Testing and QA.
  • Support in the testing phases Unitary, Integrated and Regressive Test and Hypercare.
  • Provide approval support to users and integrated systems.MINIMUM QUALIFICATIONS:
    • Education: Experience: 6+ years of experience in related field.PREFERRED QUALIFICATIONS:
      • Experience with Genesys Cloud is highly recommended.
      • Working experience building, deploying, voice call flows.
      • Experience in working on integration with CRM tools e.g., Salesforce.
      • Firsthand experience troubleshooting enterprise SaaS UC/IVR systems.
      • Expertise in utilizing APIs.
      • Experience working within an agile/DevOps environment.
      • Experience with cloud-based technologies.
      • Ability to thrive in a fast-paced environment with diligence.SKILLS:
        • Excellent oral and written communication skills.
        • Ability to multi-task, prioritize and be detail-oriented.
        • Ability to work independently, take initiative, be initiative-taking and resourceful.
        • Creative and critical thinking skills.
        • Proven experience in working on projects aimed at the financial market, namely: banks, brokers, acquirers and fintech's.
        • Experience in business consultancy involving Contact Center Genesys Cloud solutions.
        • Experience in implementing Genesys Contact Center projects public cloud containing voice, media (Chat, E-mail, SMS, WhatsApp, Video and Social Networks) and Embedded Framework.Additional DetailsEmory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.
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Keywords: Emory Healthcare, Athens , Telephony Solutions Architect, IT / Software / Systems , Atlanta, Georgia