Manager, Genesys Cloud Telecommunications

Manager, Genesys Cloud Telecommunications

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 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 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.The JobWe are seeking a skilled and experienced

Manager, Telecommunications Technology Delivery

with a strong background in managing the GENESYS Cloud platform. As the GENESYS Cloud Telecom Manager, you will be responsible for overseeing the day-to-day operations, administration, and maintenance of our GENESYS Cloud platform. This is a leadership role that requires a deep understanding of the GENESYS Cloud platform, AppFoundry partners, SIP trunking, hands-on experience in call flow configuration, call routing techniques, excellent people management, communication skills, and proficiency in contact center metrics. Serves as a subject matter expert (SME) for the business in Telephony systems. Supervise the Telecom Engineering team, managing vendor contracts, and DR/BCP planning leveraging cloud technologies.You WillManage and lead a team of telecommunications professionals responsible for the administration, configuration, and maintenance of the GENESYS Cloud platform, call flows and operational processesOversee the day-to-day operations of the GENESYS Cloud platform, ensuring smooth and efficient functioning.Develop and implement best practices, policies, and procedures for the management and use of the GENESYS Cloud platform and applications from AppFoundry partners.Collaborate with internal stakeholders to gather requirements, provide guidance, and ensure alignment of the GENESYS Cloud platform with business objectives.Drive continuous improvement initiatives to optimize the performance, scalability, and reliability of the GENESYS Cloud platform.Troubleshoot and resolve complex technical issues related to the GENESYS Cloud platform, working closely with technical teams and vendors as needed.Provide technical expertise and guidance to the team and act as a subject matter expert for all GENESYS Cloud platformStay updated on the latest developments and advancements in the GENESYS Cloud platform and related technologies and evaluate their potential impact and benefits for the organization.Utilize hands-on working experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experience.Monitor and analyze platform metrics, including call volumes, AHT, SLAs, and other important contact center operational data points.Generate reports, perform data analysis, and present findings and recommendations to senior management for operational improvements and resource planning.Ensure compliance with security and regulatory requirements, including data privacy and protection, for the GENESYS Cloud platformManages and sets priorities for the design, maintenance, development, and evaluation of all Telecom systems, including but not limited to GENESYS Cloud Telephony Platform (UCaaS and CCaaS), Contact Center support systems like WFM and RightFax, VoIP phones, Mobile workforce support, and Remote Connectivity support for remote users and Contact Center technologies.Manages and sets priorities for the Telecom Engineering team. Manages the team's on-call rotation schedules and is available for after hour escalations.Schedules and directs activities to resolve hardware and software problems in a timely and accurate fashion.Conducts feasibility studies for various upgrade projects, improvements, and other conversions.Defines hardware and infrastructure software standards in conjunction with owners and stakeholders.Manages project implementation and operational costs, working closely with vendors and managing vendor relations.Develops solid business cases and presentations.Maintains professional and technical knowledge by conducting research and by attending educational and technological workshops. This position requires contributions to team effort by accomplishing and sharing related results with other staff.Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.Maintains professional coordination and working relationship with peers in IT Infrastructure Engineering, IT Helpdesk, and IT Security teams.Contributes to team effort by accomplishing related results as needed.Other duties as assigned.Your QualificationsBachelor's degree in a relevant field (e.g., Telecommunications, Computer Science, Information Technology) or equivalent practical experience.5+ years of hands-on experience working with the GENESYS Cloud platform, including administration, configuration, and troubleshooting.Proven experience in managing and leading a team, including performance management, coaching, and development.Excellent communication skills, both verbal and written, with the ability to effectively interact with technical teams, business stakeholders, and senior management.Strong problem-solving and analytical skills, with the ability to quickly identify and resolve complex technical issues.Experience in working with SIP trunking providers/carriers, configuring SIP trunks, and managing their performance and capacity.Familiarity with cloud-based telephony platforms, VoIP technologies, and related protocols.Prior experience with other telephony platforms (e.g., Avaya, Cisco, Microsoft Teams) is a plus.Hands-on working experience in configuring call flows and call routing techniques within the GENESYS Cloud platform.Working knowledge of contact center statistics such as call volumes, AHT, SLAs, and other important operational data points.Experience in developing and implementing best practices, policies, and procedures for telecommunications management.Strong understanding of security and regulatory requirements in the telecommunications industry.Relevant certifications in the GENESYS Cloud platform, Solutions architecture, or related areas (e.g., GENESYS Cloud Certified Professional, SIP School) are highly desirable.2+ years’ hands-on experience in Cloud technologies, preferably on Contact Center as a Service (CCaaS) and Unified Communications (UCaaS)Strong solutioning experience on GENESYS Cloud platform, WFM technologies for supporting WFM and QM technologies with deep understanding of Contact Center operations and needs.Experience on any other Cloud based telephony platforms will be a plusITIL experience preferred with focus in Change Management. ITIL Certification will be plus.Strong leadership and technical skills to be able to manage, mentor and guide all levels of the engineering team and oversee vendor performance.Excellent verbal and written communication required.Demonstrated passion for excellence and for providing unparalleled service.Proven problem solving, conceptual thinking, and analytical abilities; experience with process development and adherence.What's in it for you?Base Salary Range: $ 106,200

to $

169,900

annuallyAn annual employee bonus programRobust Wellness ProgramGenerous paid-time-off (PTO)Ten paid holidays per year, plus 1 additional floating holidayExcellent 401(k) Retirement Saving Plan with employer matchRobust employee recognition programAn 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.#LI-JB1 #LI-HybridEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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)

#J-18808-Ljbffr