How You'll Make an Impact We are seeking a highly experienced Genesys Telephony Administrator to maintain, configure, and enhance our Genesys Cloud contact center infrastructure. This role requires deep expertise in Genesys Cloud architecture, call flows, IVR configurations, VoIP technologies, and troubleshooting telephony-related issues. The ideal candidate will possess a strong background in Genesys Cloud, SIP protocols, VoIP troubleshooting, and contact center operations while also ensuring seamless integration with CRM, workforce management, and reporting tools. This position demands a proactive, analytical, and solution-oriented professional who can optimize system performance, improve user experiences, and support business continuity in a highly dynamic and mission-critical healthcare environment. *Must have Genesys experience* What You'll Do Key Responsibilities: Genesys Cloud Administration & Support Administer, configure, and maintain the Genesys Cloud Contact Center platform to ensure optimal performance and uptime. Manage user accounts, roles, profiles, and permissions within the Genesys Cloud environment. Configure and maintain call flows, routing strategies, IVR (Interactive Voice Response), queues, skills, and agent profiles to meet evolving business needs. Support Genesys Cloud WebRTC (softphones), SIP trunking, and VoIP network connectivity to ensure high call quality and minimal downtime. Monitor, analyze, and troubleshoot real-time telephony performance metrics, logs, and alerts for Genesys Cloud services, SIP, and network-related issues. Conduct regular telephony infrastructure assessments, patch updates, and version upgrades to ensure system stability and security. Call Flow & Routing Optimization Design, develop, and implement call routing strategies, IVR workflows, speech recognition, and chatbot integrations to improve call handling and patient experience. Optimize ACD (Automatic Call Distribution) routing strategies to ensure effective call handling across Dispatch Health’s remote workforce and medical dispatch operations. Work closely with Contact Center Leadership, IT Teams, and Operations to design call flows and queue structures that align with business objectives. Develop and test failover and redundancy strategies to ensure 99.99% uptime for mission-critical contact center operations. Genesys Cloud Integrations & Customizations Collaborate with the IT team to integrate Genesys Cloud with CRM (Salesforce, HubSpot, etc.), Workforce Management (WFM), and Patient Scheduling Systems. Configure and manage APIs to connect Genesys Cloud with business applications for automation and data-driven decision-making. Implement AI-powered virtual assistants, chatbots, and self-service options within the Genesys Cloud environment. Ensure compliance with HIPAA, SOC2, and other regulatory requirements when integrating third-party services. Performance Monitoring & Reporting Develop and maintain real-time dashboards and reports for call volumes, agent performance, queue management, and IVR interactions. Implement real-time call monitoring, analytics, and alerts to ensure operational efficiency. Work with the Business Intelligence team to create advanced reporting solutions using Genesys Cloud Reporting, SQL, and Power BI. Proactively identify and recommend telephony system optimizations based on data insights and performance trends. Incident Response & Troubleshooting Act as the primary point of contact for telephony-related incidents, working closely with internal teams and Genesys Support to resolve issues promptly. Perform root cause analysis and document issue resolution processes for future reference. Maintain detailed documentation for incident management, troubleshooting guides, and resolution playbooks. Coordinate with Genesys Cloud Technical Support for escalations and advanced issue resolution. Security, Compliance & Business Continuity Ensure telephony security best practices are implemented, including encryption, access controls, and compliance adherence. Conduct periodic security audits and risk assessments to protect sensitive patient and business communications. Implement disaster recovery plans and backup solutions to mitigate risks of service outages. What You Need Required Qualifications: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience). 5+ years of experience in telephony administration, with a strong focus on Genesys Cloud Contact Center. Deep expertise in SIP, VoIP, WebRTC, SBC (Session Border Controllers), and telephony network troubleshooting. Hands-on experience with Genesys Cloud tools, including Architect, Composer, Workforce Engagement, and Predictive Routing. Experience managing and configuring IVR, ACD, and speech analytics within Genesys Cloud. Strong understanding of telecom protocols, call center operations, and cloud contact center solutions. Experience integrating Genesys Cloud with CRMs (Salesforce, ServiceNow, etc.), workforce management tools, and reporting systems. Expertise in troubleshooting real-time call quality issues, using tools like Wireshark, SIP debugging, and RTP analysis. Familiarity with cloud networking, load balancing, and VoIP traffic optimization. Preferred Qualifications: Genesys Cloud Certifications (Genesys Cloud Certified Professional or Architect). Experience in healthcare IT and Telephony compliance regulations (HIPAA, SOC2, PCI-DSS). Proficiency in SQL, Power BI, or similar tools for advanced analytics and reporting. Familiarity with networking technologies (VPN, SD-WAN, MPLS, QoS, VLANs). Experience with automation and scripting (Python, PowerShell, or similar). Experience working in a remote, high-growth healthcare environment. Soft Skills: Excellent problem-solving abilities with a proactive approach to system improvements. Strong written and verbal communication skills for cross-team collaboration. Ability to work independently in a remote environment while handling multiple priorities. Detail-oriented mindset with a focus on security, performance, and compliance. Strong analytical thinking and ability to drive data-driven decision-making. Who We Are DispatchHealth is redefining healthcare delivery through mobile and virtual healthcare. A rapidly scaling Denver, Colo., startup, we provide right-sized healthcare through the power of technology, convenience, and service. DispatchHealth is creating an integrated, convenient, high-touch care-delivery solution that extends the capabilities of the patient's care team and ensures that we provide personalized, quality care in the home or at the patient’s location of need. Our skilled, certified providers arrive onsite with the expertise and tools necessary to administer advanced medical care, supported by our technological infrastructure to ensure quality and to improve outcomes. DispatchHealth brings together experienced professionals with proven success in medicine, engineering and operations and a passion for transforming the healthcare landscape. DispatchHealth is committed to creating and supporting a diverse and inclusive team and serving all communities. All qualified applicants will be considered for employment regardless of race, gender, gender identity or expression, sexual orientation, religion, national origin, disability, age, or veteran status. DispatchHealth offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family, and short-term disability leave. Our Mission We deliver trusted, compassionate care to all in the comfort of home. Our Vision Building the world's largest in-home care system. Our Values are embodied in The DispatchWay Courage to advocate for our patients and each other Innovation to trailblaze a new path for healthcare Integrity to create a respectful and inclusive environment Compassion to provide quality, safe and excellent care Connect With Us Get to know us! Watch the video to hear from healthcare professionals on what it's like to work with DispatchHealth. Follow us on Facebook, X, and YouTube to learn more. Applications are being accepted for this role for at least 3 days after the posting date or once we receive a sufficient number of qualified candidates. Job Post Information* : Posted Date 2/18/2025