[Hiring] Genesys Platform Manager @CCS Medical

Role Description

Responsible for optimization and ongoing support of the Genesys Pure Cloud platform. Aligns all aspects of the platform and technologies ensuring prioritization of key needs across the organization. Ensures optimal patient experience along with maximum efficiency of the call flows and labor needed to handle inbound and outbound calls and correspondence. The successful candidate will report directly to the Ops Optimization & Allocation Manager. The position location is remote.

Responsibilities

• Platform Strategy & Ownership
  • Owns the Genesys platform roadmap and backlog, prioritizing work by business value, patient impact, and effort.
  • Partners with Operations, IT, and Analytics to define requirements and success measures for new requests.
  • Serves as the primary Genesys contact for releases, licensing, and new features, and leads user adoption of changes.
  • Coordinates closely with Operations and Analytics to define Genesys reporting needs, KPIs, and data definitions.
• Platform Engineering & Delivery
  • Designs, builds, and deploys Architect flows, routing, IVRs, voice bots, and integrations (Data Actions, APIs).
  • Manages platform configuration, release and change control, and documentation.
  • Serves as the top-level technical escalation point and leads root-cause analysis.
  • Ensures the platform meets HIPAA, Medicare, Medicaid, and private insurance requirements.
  • Owns the technical build and upkeep of reporting available within the Genesys platform.
• General Responsibilities
  • Manages, coaches, and develops direct reports, including the Genesys Cloud Developer; sets priorities, reviews technical work, and builds team capability on the platform.
  • Maintains a high degree of confidentiality at all times due to access to sensitive information.
  • Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.
  • Abides by all regulations, policies, procedures and standards.

Desired Outcomes

• Maintains open lines of communication.
• Plans and organizes work effectively and ensures its completion.
• Demonstrates team behavior and promotes a team-oriented environment.

Qualifications

• Bachelor’s degree preferred or equivalent experience directly related to supporting voice contact center technologies.
• Proven hands-on Genesys Cloud CX experience designing routing, Architect flows, IVRs, bots, and voice and digital channels.
• Experience building integrations, dashboards, WFM, call recording, and quality solutions, with strong knowledge of contact center KPIs.
• Track record of owning a platform roadmap or backlog and turning business needs into measurable results.
• Experience with Agile (Scrum/Kanban) and backlog tools such as Jira or Azure DevOps.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new structures, processes, requirements, or cultures.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management: Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities. Understands and tracks risks, identifies mitigation plans, and follows through on issue management.
• Collaboration: Familiar with, and supportive of a collaborative working environment. Advocate for process-driven, integrated business.
• Building Patient and Customer Loyalty: Effectively meeting patient/customer needs; building productive patient/customer relationships; taking responsibility for patient/customer satisfaction.
• Managing Work: Effectively manages one’s time and resources to ensure that work is completed.
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Values

• Certainty: The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.
• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency.
• Deliver what you commit to.
• Compassion: We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.
• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization.
• Treat others the way you want to be treated.
• Advancement: We are endlessly looking for ways to progress and become more innovative in all things we do.
• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.
• Speak the truth.

Benefits

• Competitive Salary
• Bonus/Incentive Opportunities/Commission (if applicable)
• Comprehensive Benefits:
  • Medical, dental, and vision insurance
  • 401(k) with company match
  • Paid time off (vacation and holidays)
• Growth & Development:
  • Ongoing training and professional development
• Work-Life Balance:
  • Remote or hybrid work options
  • Wellness programs and mental health support