Genesys Platform Manager

CCS•,

20h•Remote

About The Position

The Genesys Platform Manager is responsible for optimizing and supporting the Genesys Pure Cloud platform. The role aligns platform capabilities and technologies with organizational priorities while helping provide an optimal patient experience and efficient call flows and staffing for inbound and outbound calls and correspondence. This remote position reports directly to the Ops Optimization & Allocation Manager. The manager owns the Genesys platform roadmap and backlog, partners with Operations, IT, and Analytics to define requirements and success measures, and serves as the primary contact for platform releases, licensing, and features. The role also designs and deploys platform flows, routing, IVRs, voice bots, and integrations; manages configuration, change control, and documentation; leads technical escalations and root-cause analysis; and ensures compliance with applicable healthcare requirements. The manager leads and develops direct reports, including the Genesys Cloud Developer.

Requirements

Hands-on Genesys Cloud CX experience designing routing, Architect flows, IVRs, bots, and voice and digital channels.
Experience building integrations, dashboards, workforce management (WFM), call recording, and quality solutions.
Strong knowledge of contact center KPIs.
Experience 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.
Ability to adapt effectively to major changes in responsibilities or work environment, including new structures, processes, requirements, or cultures.
Problem-solving skills, including timely issue resolution, skillful information gathering and analysis, development of alternative solutions, and effective group problem solving.
Project management skills, including planning, coordination, communication, on-time and on-budget delivery, risk tracking, mitigation planning, and issue management.
Ability to work collaboratively and support an integrated, process-driven environment.
Ability to meet patient and customer needs, build productive relationships, and take responsibility for satisfaction.
Ability to manage time and resources effectively to complete work.
Attention to accuracy and thoroughness, continuous quality improvement, use of feedback, and monitoring of own work.
Maintain a high degree of confidentiality due to access to sensitive information.

Nice To Haves

Bachelor’s degree or equivalent experience directly related to supporting voice contact center technologies.

Responsibilities

Own the Genesys platform roadmap and backlog, prioritizing work by business value, patient impact, and effort.
Partner with Operations, IT, and Analytics to define requirements and success measures for new requests.
Serve as the primary Genesys contact for releases, licensing, and new features, and lead user adoption of changes.
Coordinate with Operations and Analytics to define reporting needs, KPIs, and data definitions.
Design, build, and deploy Architect flows, routing, IVRs, voice bots, and integrations, including Data Actions and APIs.
Manage platform configuration, releases, change control, and documentation.
Act as the top-level technical escalation point and lead root-cause analysis.
Ensure the platform meets HIPAA, Medicare, Medicaid, and private insurance requirements.
Own the technical build and upkeep of reporting available within the Genesys platform.
Manage, coach, and develop direct reports, including the Genesys Cloud Developer; set priorities, review technical work, and build team capability.
Maintain confidentiality, regular and predictable attendance, and flexibility to meet departmental needs.
Abide by regulations, policies, procedures, and standards.
Maintain open communication, organize and complete work effectively, and promote a team-oriented environment.