Genesys Contact Center Engineer

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.

SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

Job Description:

The Job

We are seeking a Genesys Contact Center Engineer with hands-on experience in Genesys Cloud, VoIP technologies, and Contact Center systems to support the design, implementation, and maintenance of enterprise voice and omnichannel communication platforms. This role involves following established
procedures and guidelines to ensure optimal call quality, system reliability, and seamless customer experience.

You Will

• Configure and Manage Genesys Cloud CX Environments: Follow established procedures to configure and manage Genesys Cloud CX environments, including IVR systems, routing strategies, and outbound campaign setups.
• Maintain VoIP Telephony Platforms: Administer and maintain VoIP telephony platforms to ensure optimal call quality, availability, and system reliability, following predefined maintenance schedules and protocols.
• Implement Workforce Management (WFM) Tools: Set up and manage WFM tools for accurate forecasting, agent scheduling, and adherence monitoring, following company guidelines and best practices.
• Monitor and Report on Performance: Use key metrics (AHT, SLA, FCR, etc.) to monitor and report on Contact Center performance, following standardized reporting templates and procedures.
• Integrate Systems and Platforms: Assist in integrating systems and platforms, including CRMs like Dynamics 365, ticketing tools, analytics dashboards, and helpdesk operations, following predefined integration guidelines.
• Troubleshoot Technical Issues: Identify and resolve technical issues within voice infrastructure, including SIP analysis, carrier coordination, and enterprise branding/spoofing, following established troubleshooting protocols.
• Develop and Maintain Documentation: Create and update documentation such as asset inventory management, call flows, architecture diagrams, standard operating procedures, and user instructions, using standardized templates.
• Review and Manage Telecom Expenses: Review and manage telecom billing, circuit expenses, vendor contracts, and cloud telephony upgrades, following company policies and procedures.
• Ensure Compliance: Follow established procedures to ensure compliance with security and regulatory standards (e.g., HIPAA, PCI-DSS) and support business continuity testing.
• Support Cross-Functional Operations: Assist in cross-functional operations across networking, infrastructure, contracted BPO contact centers, and service delivery teams, following predefined collaboration guidelines. On-call duties that requires after hours work and may require going onsite.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned.

Your Qualifications

• Bachelor's Degree in Computer Science, Telecommunications, Information Technology, or equivalent experience
• 5+ years of hands-on experience with Genesys Cloud CX in an enterprise environment.
• 3+ years of hands-on experience with GENESYS Architect developing call flows.
• Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional) are required.
• 7+ years of experience with VoIP telephony systems and enterprise contact centers.
• Proven expertise in IVR design, call routing, and voice application development.
• 3+ years of experience building outbound call campaigns with agents and without agents (Robocalls)
• 5+ Experience with Workforce Management (WFM) platforms such as Genesys WFM, Verint, or Aspect.
• 5+ years of hand-on experience on Contact Center Call Quality Assurance, call recording, screen recording and experience on data redaction or pause/resume configurations for compliance purposes
• Working experience on Gamification will be a plus.
• Strong experience with Knowledge Management tools and their integration with GENESYS and CRM platforms
• Strong knowledge of contact center metrics (AHT, SLA, ACW, FCR, Occupancy, etc.) and reporting tools.
• Experience working with GENESYS campaign manager for creating outbound campaigns on multiple channels.
• Proficient in troubleshooting tools and SIP protocol analysis (e.g., Wireshark, SBC logs).
• Familiarity with cloud networking concepts, QoS, firewalls, SBCs, and load balancing for voice traffic.
• Experience integrating telecom systems with CRM platforms like Dynamics 365 or Salesforce.
• Experience with automation and scripting for voice operations (e.g., PowerShell, Python, APIs).
• Familiarity with omnichannel platforms including chat, SMS, and email in the Contact Center.
• Familiarity with AI-powered tools like bots, Virtual Agent and Agent Assist.
• Understanding security and compliance in telecom environments (e.g., encryption, call recording policies).
• Experience in Agile/DevOps environments.

What's in it for you?

• Hourly Pay Range: $44.42 to $76.51 annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)