onsite
IT Manager - UC Contact Center - CHS Corporate
Engineering Manager
Leads the Genesys Cloud CX contact center, overseeing IVR design, call routing, omnichannel delivery, workforce management, analytics, and integrations to ensure secure, scalable, high‑performance customer experiences.
About the role
Key Responsibilities
- Provide day‑to‑day operational leadership for the Genesys Cloud CX platform, ensuring uptime, security, and performance.
- Design, configure, and maintain IVR/Architect flows, call routing strategies, and omnichannel integrations.
- Manage the UC Contact Center team, including hiring, coaching, performance reviews, and career development.
- Drive workforce engagement through scheduling, forecasting, and real‑time monitoring tools.
- Analyze contact‑center metrics, generate actionable insights, and implement continuous‑improvement initiatives.
- Coordinate with IT, security, and business stakeholders to align platform capabilities with enterprise standards and patient experience goals.
Requirements
- 5+ years of experience managing contact‑center operations, preferably with Genesys Cloud CX or similar cloud‑based platforms.
- Strong technical background in IVR design, call routing, omnichannel integration, and cloud infrastructure.
- Proven people‑management skills, including team leadership, coaching, and performance management.
- Experience with workforce management, analytics, and reporting tools to drive operational efficiency.
- Excellent problem‑solving, communication, and stakeholder‑management abilities.