John Mayer

IDR is seeking a Telecom Engineer - Genesys Cloud Platform to join one of our top clients for an onsite opportunity in Fort Worth, Texas. This role centers on managing and optimizing the Genesys Cloud CX platform within a healthcare environment. The company is a leading organization in healthcare technology, focusing on delivering exceptional patient and provider communication solutions.

Position Overview for the Telecom Engineer - Genesys Cloud Platform:

• Responsible for designing, configuring, and supporting Genesys Cloud CX platform solutions.
• Ensures seamless integration of Genesys Cloud with healthcare systems such as Epic EMR.
• Supports platform administration, including ACD routing, IVR/Architect flows, and queue management.
• Troubleshoots platform issues and optimizes Genesys Cloud APIs and data actions.
• Maintains HIPAA compliance and call-recording standards within a healthcare setting.

Requirements for the Telecom Engineer - Genesys Cloud Platform:

• 3 years of expert-level Genesys Cloud CX experience
• Hands-on experience configuring ACD routing, IVR/Architect flows, queues, skills-based routing, and platform administration
• Experience integrating Genesys Cloud with Epic EMR, including CTI, screen pops, and data passing
• Strong background with Genesys Workforce Management (WFM) and Quality Management (QM) modules
• Experience with Genesys Cloud APIs, data actions, reporting, troubleshooting, and platform optimization

What's in it for you?

• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row