Configuration Specialist - Genesys - IT

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

The Configuration Specialist will act as administrator for the Genesys system in an omnichannel call center environment, troubleshooting system incident tickets to resolve system issues and management of Genesys Care tickets as well as issue management of the core system processes, including IVR and call flow setup, daily campaigns, users and queues, etc. They will be responsible for administration tasks associated with the Genesys system including the configuration, management and enhancement of the system and also for change management adherence and documentation of system programming. Working under the supervision of the Developers, Architects, Manager, Product Manager or Director: Contributes to defining the direction for new products, processes, standards, or operational plans based on business strategy with a significant impact on work group results. This involves working on proof of concept, proof of technology, solution selection process to evaluate and recommend right toolsets and capabilities.

Education & Experience Required:

• Associates degree or 4 years experience working with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• Over 2 years of technical support &/or software development with complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).'
• 2 years experience in major system implementations and/or system maintenance activities.
• Experience supporting and basic knowledge of contact center environments & fundamentals- Call Center Workflows, CRM & Web technologies: HTTP/XML.
• Demonstrated basic understanding of API calls (Get/Post) and API applications (i.e. Postman). Demonstrated basic understanding of programming in Web-based technologies such as Java and HTML.
• Solid demonstrated understanding of mobile platforms, all OS platforms, and networking essentials.
• Familiarity with key Henry Ford Health Applications & Integrations, such as Salesforce & Epic, with a good understanding of core system processes and interdependencies.
• Thorough understanding of customer service processes. Thorough understanding of change control processes & IT Best Practices.
• Excellent communication and interpersonal skills with a strong focus on customer service.
• Ability to work independently and remotely.
• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role.
• Genesys Certification preferred CIM Platform Troubleshooting. Intermediate Coding experience in JavaScript/JSON, SQL, Linux, UNIX Server Administration, preferred.
• 3-5 years applicable experience in a Healthcare Help Desk or Healthcare application support role, preferred.
• Knowledge of the Genesys application &/or other IVR Applications-Verint, etc., preferred.
• Troubleshooting experience in SIP environment, preferred.
• Telecommunication background and experience with VOIP/SIP/CTI standards and technologies, preferred.
• Working knowledge of ServiceNow ticketing as well as contact center software and hardware, inclusive of security capabilities, preferred. Familiarity with cloud platforms and cloud application architecture (Microservices, Kubernetes & Docker), preferred.

Certifications Required:

• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Support Role.