Configuration Specialist - Genesys Application | Full Time
EDUCATION AND EXPERIENCE:
- Associates degree or 4 years of experience working with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
- Over 2 years of technical support &/or software development with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
- 2 years of experience in major system implementations and/or system maintenance activities.
- Experience supporting and basic knowledge of contact center environments & fundamentals- Call Center Workflows, CRM & Web technologies: HTTP/XML.
- Demonstrated basic understanding of API calls (Get/Post) and API applications (i.e. Postman).
- Demonstrated basic understanding of programming in Web-based technologies such as Java and HTML.
- Solid demonstrated understanding of mobile platforms, all OS platforms, and networking essentials.
- Familiarity with key Henry Ford Health Applications & Integrations, such as Salesforce & Epic, with a good understanding of core system processes and interdependencies.
- Thorough understanding of customer service processes.
- Thorough understanding of change control processes & IT Best Practices.
- Excellent communication and interpersonal skills with a strong focus on customer service.
- Ability to work independently and remotely.
- Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role.
- Genesys Certification preferred
- CIM Platform Troubleshooting.
- Intermediate Coding experience in JavaScript/JSON, SQL, Linux, UNIX Server Administration, preferred.
- 3-5 years applicable experience in a Healthcare Help Desk or Healthcare application support role, preferred.
- Knowledge of the Genesys application &/or other IVR Applications-Verint, etc., preferred.
- Troubleshooting experience in SIP environment, preferred.
- Telecommunication background and experience with VOIP/SIP/CTI standards and technologies, preferred.
- Working knowledge of ServiceNow ticketing as well as contact center software and hardware, inclusive of security capabilities, preferred.
- Familiarity with cloud platforms and cloud application architecture (Microservices, Kubernetes & Docker), preferred.
CERTIFICATIONS/LICENSURES REQUIRED:
- Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.