Genesys Applications Analyst II at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telephony Systems Administration, Genesys Cloud CXone, Application Support, Troubleshooting, Testing Process, Documentation, Vendor Management, Quality Control, Production Support, Business Integration, Clinical Processes, Escalation Management, Optimization Opportunities, Implementation, End User Support, Application Analysis

Industry

Hospitals and Health Care

Description

Overview 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, leadership programs...and more! Description Candidate will be responsible for providing telephony systems administration and support for Genesys Cloud CXone (formerly PureCloud) for Emory Healthcare's enterprise environment. Support Emory's Contact Center for patient access scheduling, take escalation requests from Tier 1 support team, troubleshoot/recognize optimization opportunities, participate in implementations for new Genesys system. RESPONSIBILITIES: Works as part of an Telephony Contact Center application support team that works closely with end users, designs and builds applications to meet defined business requirements. May be responsible for more than one application; expected to understand how applications work together such as legacy products on Avaya and Verizon CX1. Participates in the testing process through test review and analysis, test witnessing and certification of software. May be expected to write documentation to describe application support. Works closely with vendors when appropriate, and is expected to be knowledgeable on product limitations and planned development efforts. Able to assist in development of proposed work-arounds for product limitations. Is familiar with and adheres to standard concepts, practices, and procedures, including quality control, within the IS department. Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under general supervision. Provides application specific support once applications are in production. Works closely with other IS teams to make appropriate business and application integration decisions. Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes. Provides production support in a 7 X 24 Tier 1 environment, including on-call support. MINIMUM QUALIFICATIONS: Requires an associate's degree in computer science or related field and three years experience in the area of providing application level support and analysis OR five years of experience in the area of providing application level support and analysis. Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes. Additional Details Emory 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.

Responsibilities

The candidate will provide telephony systems administration and support for Genesys Cloud CXone in Emory Healthcare's enterprise environment. They will work closely with end users, design applications, troubleshoot issues, and participate in new system implementations.