Emory Healthcare
Job Title
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. This candidate will act in a technical lead capacity, aligning closely with the team manager. Responsibilities include: 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. Leads the testing process and validates through test review and analysis, test witnessing and certification of software. Will 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 work-arounds 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. 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. Will act as a mentor and provide leadership to all levels of Application Analysts. Performs other related duties as required. Provides production support in a 7 X 24 Tier 1 environment, and participates in on call rotation. Minimum qualifications: Associate's degree in computer science or related field and five years experience in providing application level support and analysis OR seven years of experience in the area of providing application level support and analysis without a degree. 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.
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. This candidate will act in a technical lead capacity, aligning closely with the team manager. Responsibilities include: 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. Leads the testing process and validates through test review and analysis, test witnessing and certification of software. Will 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 work-arounds 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. 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. Will act as a mentor and provide leadership to all levels of Application Analysts. Performs other related duties as required. Provides production support in a 7 X 24 Tier 1 environment, and participates in on call rotation. Minimum qualifications: Associate's degree in computer science or related field and five years experience in providing application level support and analysis OR seven years of experience in the area of providing application level support and analysis without a degree. 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.