Continuous Improvement Lead
RemoteUnited States
United StatesRemoteFull TimeSenior LevelHealthcare TechLarge
Full TimeSenior LevelLargeHealthcare Tech
Job Summary
Lead client continuous improvement initiatives on Genesys Cloud CX, performing white glove support, platform tuning, and feature configuration deployments. Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical problem solving. Demonstrate knowledge of telephony architecture and dependencies while answering client questions regarding top contact center platforms. Utilize engineering and AI resources as a project coordinator to architect world-class solutions and enable optimal business outcomes for strategic accounts.
Required Qualifications
- 1+ year experience in Genesys Cloud CX (Purecloud) technology
- Knowledge of telephony architecture and Genesys Cloud CX dependencies
- Experience in delivering business operations and/or customer experience initiatives
- Understand best practices for a service organization
- Development experience and/or mindset
- Excellent client service attitude and team focus
Desired Qualifications
- Genesys Cloud CX certification is a plus
- Healthcare industry background
- Natural language bot flow development experience
- Leadership experience
- Business analysis experience or having been part of transformation projects
- Understand how budgets work along with how to creatively achieve strategic initiatives
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