What You’ll Do
Strive Health is seeking a Sr. Telephony Administrator to configure and optimize our Genesys telephony system. In addition to providing support to the telephony system, you will help align clinical, technical, and business teams to deliver maximum value to Strive’s internal and external clients. You will also be part of a team improving the lives of kidney patients and supporting the clinical teams who treat them. This role reports to the Denver-based Director of IT.
The Day to Day
- Lead the design, configuration, and administration of Genesys contact center solutions to ensure optimal performance and efficiency.
- Develop and implement strategies for system monitoring, maintenance, and upgrades to meet business requirements and industry best practices.
- Troubleshoot and resolve complex technical issues related to Genesys components, including Genesys Framework, SMS Messaging, and Workforce Management.
- Interact and work with Salesforce team with integrations between Genesys and SalesForce HealthCloud
- Collaborate with cross-functional teams to integrate Genesys solutions with existing business applications and systems.
- Implement and maintain integrations with telephony platforms, CRM systems, workforce management tools, and other third-party applications.
- Identify opportunities for automation and implement scripts or workflows to streamline routine tasks and improve operational efficiency.
- Ensure Genesys solutions comply with relevant industry standards, regulations, and security protocols.
- Implement and maintain security measures to protect sensitive data and prevent unauthorized access to Genesys environments.
- Develop comprehensive documentation, including system configurations, troubleshooting guides, and best practices, to facilitate knowledge transfer and ensure operational continuity.
- Provide training and mentorship to other team members on Genesys administration, best practices, tools, and methodologies.
- Gitlab CI/CD deployment pipelines
- Terraform configuration management for Genesys
Minimum Qualifications
- 5+ years experience in Genesys Administration (or similar telephony systems) including configuration, troubleshooting, and performance optimization.
Preferred Qualifications
- Strong understanding of contact center operations, telephony technologies and industry best standards in relation to the healthcare industry
- Experience with integration Genesys solutions with third-party applications and systems using APIs and web services.
- Experience with integrating Genesys solutions with Salesforce HealthCloud
- Excellent communication skills, including the ability to effectively collaborate with cross-function teams and the ability to communicate technical concepts to non-technical stakeholders.
- Experience delivering HIPAA compliant solutions for healthcare organizations
- Genesys Certifications
Annual Salary Range: $99,000.00-$124,000.00
