The Genesys Systems Administrator will design, implement, and maintain Genesys solutions for the contact center, optimize workflows, and support internal and external stakeholders. This includes improving user experience, integrating with other platforms, and ensuring system reliability while providing training and documentation.
Synapse Health | Who We Are
With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.
Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.
What We Need
At Synapse Health, we are seeking a skilled Genesys Systems Administrator to enhance, maintain, and continuously improve our Genesys platform. This position requires a dynamic individual capable of managing daily operations, executing complex projects, and developing innovative solutions to optimize workflows and improve the experience for patients, partners, and internal teams. This is a remote role requiring a dedicated workspace conducive to collaboration and videoconferencing.
What You Will Do
- Design, configure, and implement Genesys-based contact center solutions, including IVR systems, call routing, voice applications, and agent desktop interfaces tailored to business needs.
- Create user journey maps to streamline processes and enhance system workflows.
- Champion Genesys enhancements by implementing IVR and Bot modifications for onboarding and optimization.
- Integrate Genesys solutions with third-party platforms such as Salesforce, workforce management tools, and other vendor systems to ensure seamless operations.
- Facilitate the deployment of speech analytics solutions within the contact center.
- Configure workflows, automation rules, and reporting tools to optimize operational efficiency.
- Monitor and maintain the Genesys environment, proactively resolving issues, optimizing performance, and ensuring system reliability.
- Partner with Workforce Management and analytics teams to analyze KPI data and improve reporting capabilities.
- Produce and maintain comprehensive technical documentation, system records, and standard operating procedures.
- Engage with business stakeholders to understand and address customer experience needs while identifying optimal workflow management tools.
- Provide training and technical support to contact center agents and staff, acting as the go-to resource for customer experience platforms.
- Assist cross-functional teams with data insights, dashboards, and reporting to drive strategic improvements.
What You Have
At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. In addition, this role requires:
- Proven experience in designing, implementing, and maintaining Genesys solutions, particularly in contact center environments.
- Demonstrated track record in a Genesys Administrator or equivalent role, with 2-4 years of relevant experience.
- Genesys certification and familiarity with Genesys AppFoundry and associated workstreams.
- Deep understanding of IVR systems, call routing, speech analytics, and integration with platforms like Salesforce.
- Practical knowledge of software development life cycle and methodologies such as Agile, Scrum, ITIL, or Six Sigma.
- Proficiency in project management tools like Jira or similar platforms.
- Strong technical acumen with experience in customer-oriented projects and operations.
- Excellent verbal and written communication skills with the ability to influence and negotiate effectively.
- Proven ability to manage relationships with internal stakeholders and external vendors.
- Strong analytical and problem-solving skills to proactively address technical challenges.
- Commitment to continuous improvement and optimization of current practices.
- Knowledge of security and compliance standards (e.g., HIPAA, GDPR).
- Dedicated workspace suitable for remote work and videoconferencing.
- Flexibility to work varied hours, including evenings and weekends, to meet project and time zone requirements.
- Accountability: Understands the link between the job responsibilities and overall organizational goals.
- Organization and Prioritization: Assesses relative importance of activities and assignments; adjusts priorities when appropriate.
- Strategic Thinking: Demonstrates seeing the big picture, planning, and translating thoughts into action.
It’s no secret that most of us work to provide for ourselves and those we love, but just because we have to work, doesn’t mean we can’t enjoy it. In fact, at Synapse Health, we insist on it! We want our team members to thrive personally and professionally, which is why our benefits include:
- Professional growth opportunities with compelling career paths
- Healthy work-life balance culture with paid time off (PTO)
- Medical, dental and vision insurance for full-time team members
- 401K savings plan with employer contribution match
Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.
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Top Skills
Genesys
JIRA
Salesforce
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