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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!

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 a Telephony Contact Center application support team that works closely with end users, designs and builds multiple 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 Verizon CX1 and Avaya.
• Leads 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 to learn product limitations and planned development efforts.
• Works with vendor to influence future developments required to support business processes.
• Develops proposed workarounds for product limitations.
• Firmly adheres to standard concepts, practices, and procedures, including quality control, within the IS department.
• Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of complicated tasks. May lead and direct the work of others.
• 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, and participates in on call rotation.

Preferred Qualifications:

• Genesys Cloud CXone (PureCloud) systems administration/support.

MINIMUM QUALIFICATIONS:

• Requires an associate's degree in computer science or related field and four years experience in the area of providing application level support and analysis OR six years of experience in the area of providing application level support and analysis.
• Must be able to lead, engage and mentor others.
• A wide degree of creativity and latitude is expected.
• They must be able to perform most tasks with minimal direction from management.
• Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes.
• Based on established hospital/department/unit standards, employees may not perform all duties listed in this job description.
  
  
  

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.