Position Overview:

The Genesys / Cisco Operations Manager will oversee the daily operations and strategic management of Genesys and Cisco communication systems within the organization. This role involves ensuring the effective performance, availability, and security of contact center technologies, managing a team of IT professionals, and coordinating with stakeholders to enhance operational efficiency and customer experience.

Key Responsibilities:

• System Management:

• Oversee the deployment, configuration, and maintenance of Genesys and Cisco communication platforms.

• Ensure high availability and optimal performance of contact center systems and associated technologies.

• Monitor system health, troubleshoot issues, and implement solutions to prevent downtime.

• Team Leadership:

• Manage and mentor a team of IT professionals specializing in Genesys and Cisco systems.

• Provide training, support, and guidance to team members to enhance their technical skills and performance.

• Project Management:

• Lead and coordinate projects related to system upgrades, migrations, and new implementations.

• Develop project plans, manage timelines, and ensure projects are delivered on schedule and within budget.

• Vendor Management:

• Liaise with Genesys and Cisco vendors and service providers to address technical issues and negotiate contracts.

• Ensure compliance with service level agreements (SLAs) and manage relationships with external partners.

• Performance Monitoring:

• Implement and manage monitoring tools to track system performance and user experience.

• Analyze performance metrics and generate reports for senior management to drive improvements.

• Incident and Problem Management:

• Manage incident response and resolution processes, ensuring timely and effective resolution of issues.

• Conduct root cause analysis for recurring problems and implement preventive measures.

• Security and Compliance:

• Ensure systems are secure and compliant with relevant industry regulations and internal policies.

• Implement and enforce security protocols and best practices.

• Strategic Planning:

• Collaborate with senior management to develop and execute strategies for system enhancements and scalability.

• Stay updated on industry trends and emerging technologies to recommend improvements and innovations.

Preferences:

• Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced degree or relevant certifications are a plus.

• Experience:

• Minimum of 8 years of experience managing Genesys and Cisco communication systems, preferably in a leadership role.

• Proven experience in project management and team leadership.

• Technical Skills:

• In-depth knowledge of Genesys and Cisco contact center solutions and related technologies.

• Strong understanding of networking, server management, and telecommunications.

• Proficiency with monitoring and management tools specific to Genesys and Cisco platforms.

• Certifications:

• Relevant certifications such as Genesys Certified Professional, Cisco Certified Network Associate (CCNA), or Cisco Certified Network Professional (CCNP) are highly desirable.

• Soft Skills:

• Excellent leadership and team management skills with the ability to motivate and guide a technical team.

• Strong problem-solving skills and the ability to handle high-pressure situations.

• Effective communication and interpersonal skills to interact with stakeholders at all levels.

• Proven ability to manage multiple projects and priorities simultaneously.

• Additional Preferences:

• Ability to work in a fast-paced and dynamic environment.

• Flexibility to accommodate occasional on-call responsibilities and after-hours support as needed.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.