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Overview

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

+ Comprehensive health benefits that start day 1

+ Student Loan Repayment Assistance & Reimbursement Programs

+ Family-focused benefits

+ Wellness incentives

Ongoing mentorship, development, leadership programs...and more!

Description

Candidate will be responsible for providing telephony systems administration and support for Genesys Cloud CXone (formerly PureCloud) for Emory Healthcare's enterprise environment. Support Emory's Contact Center for patient access scheduling, take escalation requests from Tier 1 support team, troubleshoot/recognize optimization opportunities, participate in implementations for new Genesys system.

RESPONSIBILITIES:

+ Works as part of an Telephony Contact Center application support team that works closely with end users, designs and builds applications to meet defined business requirements.

+ May be responsible for more than one application; expected to understand how applications work together such as legacy products on Avaya and Verizon CX1.

+ Participates in the testing process through test review and analysis, test witnessing and certification of software.

+ May be expected to write documentation to describe application support.

+ Works closely with vendors when appropriate, and is expected to be knowledgeable on product limitations and planned development efforts.

+ Able to assist in development of proposed work-arounds for product limitations.

+ Is familiar with and adheres to standard concepts, practices, and procedures, including quality control, within the IS department.

+ Relies on limited experience and judgment to plan and accomplish goals.

+ Performs a variety of tasks. Works under general supervision. Provides application specific support once applications are in production.

+ Works closely with other IS teams to make appropriate business and application integration decisions.

+ Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes.

+ Provides production support in a 7 X 24 Tier 1 environment, including on-call support.

MINIMUM QUALIFICATIONS:

+ Requires an associate's degree in computer science or related field and three years experience in the area of providing application level support and analysis OR five years of experience in the area of providing application level support and analysis.

+ Must understand and communicate how enterprise IT solutions support and impact multiple business and clinical processes.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected] . Please note that one week's advance notice is preferred.

Connect With Us!

Connect with us for general consideration!

**Division** _Emory Healthcare Inc._

**Campus Location** _Atlanta, GA, 30345_

**Campus Location** _US-GA-Atlanta_

**Department** _EHI_DIG Digital Operations_

**Job Type** _Regular Full-Time_

**Job Number** _153665_

**Job Category** _Information Technology_

**Schedule** _8a-5p_

**Standard Hours** _40 Hours_

**Hourly Minimum** _USD $32.81/Hr._

**Hourly Midpoint** _USD $44.29/Hr._

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.