Lead Solution Architect, Hybrid, Technology & Digital,FTBaptist Health South Florida • Miami, Florida, United States
Lead Solution Architect, Hybrid, Technology & Digital,FT
Baptist Health South Florida
- Miami, Florida, United States
- Miami, Florida, United States
Über
What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients’ shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we’re all in.
Description:
We are seeking an experienced Genesys CCaaS Solutions Architect to support, design, and optimize a cloud contact center voice environment. This role will focus heavily on voice routing, call flows, integrations, and operational stability across a large, enterprise environment. The ideal candidate has hands-on experience with Genesys Cloud and understands voice at scale, including PSTN connectivity, SIP, and high-availability design.
Key Responsibilities
• Design, configure, and support Genesys Cloud voice services, including inbound and outbound call flows
• Architect, build and maintain call flows, routing strategies, queues, IVRs, and schedules
• Manage SIP trunking, carrier integrations, and PSTN connectivity
• Troubleshoot voice quality, call failures, latency, and routing issues across the CCaaS platform
• Partner with network, and application teams to ensure end-to-end voice reliability
• Support integrations between Genesys and enterprise systems
• Participate in incident response, root cause analysis, and continuous improvement efforts
• Assist with platform upgrades, feature rollouts, and voice-related enhancements
• Create and maintain technical documentation, diagrams, and standard operating procedures
• Provide guidance and mentorship to junior engineers or operations teams as needed
Estimated salary range for this position is $137,846 - $172,307 /year based on experience.
Qualifications:
Masters degree in computer science, Engineering or related field and a minimum of 10 years of experience.
Proven project management knowledge and skills.
Able to guide others in developing IT and cloud infrastructure.
Current understanding of best practices regarding system security measures.
Guide others using their experience with software engineering and design architecture.
Advanced understanding of business analysis techniques and processes.
Professional experience working with and analyzing computer hardware and software.
Required Qualifications
• Hands-on experience administering and supporting Genesys Cloud
• Solid understanding of contact center voice concepts
• Experience working with telecom carriers and SIP trunk providers
• Ability to troubleshoot complex voice issues across cloud, network, and carrier layers
• Familiarity with call center metrics and reporting related to voice performance
• Strong communication skills with the ability to explain technical concepts to non-technical stakeholders
• Working knowledge of System interfaces, including call recording and system integrations
Preferred Qualifications
• Experience supporting large or healthcare-based contact center environments
• Knowledge of integrations with CRM or clinical systems
• Experience with high-availability and disaster recovery design for CCaaS platforms
• Prior experience migrating from on-prem or legacy contact center solutions to Genesys Cloud
• Genesys certifications are a plus
• This position requires candidates to be local to the area and able to be onsite as needed for operational support and project work.
Work Environment
• Enterprise-scale, mission-critical contact center environment
• Collaboration with network, telecom, security, and application teams
• Mix of project-based work and operational support
Minimum Required Experience: 10 Years
EOE, including disability/vets
Sprachkenntnisse
- English
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