Genesys Cloud Engineer
Location: Fort Worth, TX
Job Type: Contract
Company: IDR
Category: Systems Engineering
Job Description Apply Now
The Genesys Cloud Engineer plays a crucial role in supporting and optimizing the Genesys Cloud CX platform within a healthcare technology environment. This full-time position is an exciting opportunity for professionals with deep technical expertise in Genesys Cloud CX, particularly those with experience in healthcare communications and system integration. The company is recognized as a leader in healthcare technology, known for delivering advanced patient and provider communication solutions and fostering innovation in the industry.
As a Genesys Cloud Engineer, you will be responsible for designing, configuring, and supporting the Genesys Cloud CX platform to ensure seamless, secure, and efficient operations. The ideal candidate will possess a strong background in managing Genesys Cloud environments, with specific experience in integration with major healthcare systems such as Epic EMR. You will be tasked with ensuring high availability, reliability, and compliance of the communications platform, while also providing expert-level troubleshooting and platform optimization as needed.
This role includes significant responsibilities in platform administration, including ACD (Automatic Call Distribution) routing, IVR (Interactive Voice Response) and Architect flow configuration, and queue management. You will also be expected to utilize your expertise in Genesys Cloud APIs and data actions to enhance platform performance and reporting capabilities, supporting both operational and strategic business needs.
Working in this Genesys Cloud Engineer position offers you the chance to be part of a forward-thinking organization that values technical excellence, teamwork, and ongoing professional development. The company’s commitment to compliance with regulatory standards, such as HIPAA, ensures that you will be contributing to a secure and ethical healthcare communication environment. Additionally, you will benefit from being part of a team that is supported by a dedicated Engagement Manager and recognized for its workplace culture and employee programs.
If you are seeking a challenging and rewarding career path with an industry leader, and you have the qualifications and passion for Genesys Cloud technology, this Genesys Cloud Engineer role is an excellent fit. Consider applying now to take the next step in your professional journey and make a meaningful impact in healthcare communications.
Genesys Cloud Engineer - Summary- Focuses on managing, designing, configuring, and supporting the Genesys Cloud CX platform within a healthcare technology setting.
- Plays a key role in integrating Genesys Cloud with healthcare systems, ensuring seamless patient and provider communications.
- Works to maintain compliance with HIPAA and other regulatory standards in all aspects of platform administration.
- Contributes to the ongoing optimization and reliability of the Genesys Cloud CX solution.
- Design, configure, and support Genesys Cloud CX platform solutions tailored to healthcare communications.
- Integrate Genesys Cloud with healthcare systems, including Epic EMR, to facilitate CTI, screen pops, and secure data exchange.
- Administer key platform features such as ACD routing, IVR/Architect flows, queue and skills-based routing, and workforce management.
- Troubleshoot and resolve platform issues swiftly, ensuring high availability and performance.
- Optimize platform operations through the use of Genesys Cloud APIs, data actions, and advanced reporting tools.
- Maintain strict adherence to HIPAA compliance and call-recording standards at all times.
- Comprehensive benefits package including medical, dental, vision, and life insurance.
- Employee Stock Ownership Program (ESOP) available to eligible team members.
- Recognition programs, including multiple years of ClearlyRated’s Best of Staffing® Client and Talent Awards.
- Dedicated Engagement Manager to support career growth and success.
- Minimum of 3 years of expert-level experience with Genesys Cloud CX platform administration and support.
- Demonstrated hands-on expertise in configuring ACD routing, IVR/Architect flows, queue management, and skills-based routing.
- Experience integrating Genesys Cloud with Epic EMR and related healthcare systems, including CTI and data passing.
- Strong knowledge of Genesys Workforce Management (WFM) and Quality Management (QM) modules.
- Proficiency in using Genesys Cloud APIs, executing data actions, and optimizing platform performance and reporting.
- Commitment to maintaining HIPAA compliance and security best practices in all platform operations.
- Technically adept and detail-oriented, with a passion for optimizing healthcare communication systems.
- Effective communicator and collaborator, able to work with diverse technical and clinical teams.
- Proactive problem-solver with a commitment to continuous learning and professional development.
- Experienced in high-stakes, compliance-driven environments.
- This Genesys Cloud Engineer position offers the chance to work in a dynamic healthcare technology organization that prioritizes innovation, compliance, and employee engagement.
- Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
- Learn more about career opportunities and the organization's mission by submitting your application today. Take the next step in your career as a Genesys Cloud Engineer by clicking the job application button.
- Legal Disclaimer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.