How You'll Make an Impact:
The Telephony Systems Specialist will enhance and maintain the Genesys telephony platform. This role requires an individual who can manage daily operations while simultaneously handling complex projects. The specialist will administer and optimize a Genesys Cloud 3 and IVR telephony solution, focusing on efficient workflows and continuous improvement of the internal and patient/partner/payer experience.
*Must have Genesys experience*
What You'll Do:
- Champion Genesys by implementing IVR and Bot modifications for Onboarding Optimization.
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Oversee daily operations of internal customer interaction systems.
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Employ tools to analyze reporting across all channels for strategic improvements.
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Construct user journey maps to streamline system processes.
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Facilitate the speech analytics solution within contact center.
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Produce documentation and technical documents for Call Center systems.
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Partner with Access Center WorkForce Management and analytics teams for KPI data and reporting.
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Engage with business units to identify optimal workflow management tools.
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Address customer experience related requests from other departments.
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Educate colleagues as the technical resource for customer experience platforms.
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Assist cross-functional teams by creating data insights, dashboards, and reporting.
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Demonstrate specific experience in one or more Genesys practice or solution areas.
What You Need:
- Demonstrate a track record with over 10 years in a Genesys Administrator role or equivalent.
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Possess a solid grasp and practical experience of the software development life cycle, along with contemporary project management methodologies such as Agile, Scrum, ITIL, Six Sigma, etc.
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Have a history of managing customer-oriented projects in operations and/or technical support.
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Show proficiency in handling multiple, concurrent, intricate projects, customers, and cross-functional dependencies.
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Maintain operational familiarity with project management tools like Jira or similar software.
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Exhibit robust communication skills and the ability to influence effectively.
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Provide evidence of successful internal and external relationship management, influencing, negotiating; the ability to manage multiple, competing stakeholders.
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Recognize the importance of continuous improvement and identify opportunities to streamline/optimize current practices.
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Understand Genesys, Twilio, and contact center environments deeply.
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Hold a Genesys certification.
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Bring experience working with external vendors and associated integrations.
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Display familiarity with Genesys AppFoundry and the implementation workstreams.
Who We Are:
DispatchHealth is redefining healthcare delivery through mobile and virtual healthcare. A rapidly scaling Denver, Colo., startup, we provide right-sized healthcare through the power of technology, convenience, and service. DispatchHealth is creating an integrated, convenient, high-touch care-delivery solution that extends the capabilities of the patient's care team and ensures that we provide personalized, quality care in the home or at the patient’s location of need. Our skilled, certified providers arrive onsite with the expertise and tools necessary to administer advanced medical care, supported by our technological infrastructure to ensure quality and to improve outcomes. DispatchHealth brings together experienced professionals with proven success in medicine, engineering and operations and a passion for transforming the healthcare landscape.
DispatchHealth is committed to creating and supporting a diverse and inclusive team and serving all communities. All qualified applicants will be considered for employment regardless of race, gender, gender identity or expression, sexual orientation, religion, national origin, disability, age, or veteran status. DispatchHealth offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family, and short-term disability leave.
Our Mission
We deliver trusted, compassionate care to all in the comfort of home.
Our Vision
Building the world's largest in-home care system.
Our Values are embodied in The DispatchWay
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Courage to advocate for our patients and each other
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Innovation to trailblaze a new path for healthcare
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Integrity to create a respectful and inclusive environment
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Compassion to provide quality, safe and excellent care
Connect With Us:
Get to know us! Watch the video to hear from healthcare professionals on what it's like to work with DispatchHealth. Follow us on Facebook, X, and YouTube to learn more.
Applications are being accepted for this role for at least 3 days after the posting date or once we receive a sufficient number of qualified candidates.