CHS Corporate

Role Summary:

The Manager, UC - Contact Center provides operational leadership and team management for the organization's Genesys Cloud CX contact center platform. This role combines strong people management with technical oversight to ensure reliable, secure, scalable, and high-performing contact center operations. Key focus areas
include call routing, IVR/Architect flows, omnichannel support, workforce engagement, analytics, and integrations that deliver exceptional customer/patient experiences. The Manager leads the UC Contact Center team in day-to-day operations, platform stability, process standardization, and continuous improvement while aligning
capabilities with enterprise communication needs, business goals, and regulatory requirements (with emphasis on healthcare/HIPAA compliance). The Manager partners closely with UC Telephony, Network Engineering, Security,
DevOps/IT Operations, Architecture, Clinical/Business stakeholders, and other teams to maintain a resilient, compliant, cost-effective, and future-ready Genesys Cloud CX environment.

Key Responsibilities:

Team Leadership & Development

• Lead, develop, and mentor the UC Contact Center team, including engineers, administrators, and analysts responsible for Genesys Cloud CX platform administration, configuration, call flows, integrations, and support.
• Mentor and coach team members and cross-functional engineers; conduct technical reviews, knowledge sharing, and elevate team capabilities in contact center best practices.
• Foster a collaborative culture focused on performance, innovation, and professional growth.

Platform Operations & Stability

• Oversee daily operations, stability, performance, incident management, and proactive monitoring for the Genesys Cloud CX environment, including ACD, IVR/Architect flows, skills-based routing, queues, omnichannel (voice, chat, email, SMS, digital), agent desktops, supervisor tools, workforce engagement
  management (WEM), and analytics.
• Drive implementation and maintenance of standardized processes, configurations, monitoring, alerting, automation, naming/tagging conventions, and governance.
• Manage platform upgrades, feature evaluations (including AI/ML enhancements), releases, and adoption in collaboration with the team, Genesys/partners, and stakeholders.
• Lead advanced troubleshooting, root-cause analysis, and resolution for complex platform and integration issues, including escalations.

Architecture, Integrations & Strategy

• Collaborate on reference architectures, design patterns, and best practices for routing strategies, IVR flows, digital channels, workforce management, and analytics.
• Coordinate and oversee integrations between Genesys Cloud CX and UC telephony, telephony carriers, CRM/ERP systems, identity providers (SSO/directory), WFM, data platforms, recording/compliance tools, and third- party applications (using APIs, webhooks, event streaming, etc.).
• Provide input into long-term platform strategy, capacity planning, cost forecasting/optimization, and licensing models (e.g., CX1, CX2, WEM, digital).

Security, Compliance & Governance

• Establish and enforce security, privacy, and regulatory standards (encryption, access controls, audits, data retention, HIPAA considerations for voice recording and data storage). Partner with Security, Risk, and Compliance teams.
• Ensure adherence to relevant standards (HIPAA, PCI where applicable) and support audits.

Performance, Reporting & Stakeholder Collaboration:

• Define, track, and report on operational KPIs and service levels (e.g., SLAs, FCR, AHT, CSAT/NPS, availability, quality, and business impact metrics).
• Translate business and customer experience requirements into actionable contact center solutions; act as a trusted advisor and escalation point.
• Support vendor management with Genesys and strategic partners.
• Contribute to executive-level reporting on platform health, risks, customer experience trends, and recommendations.

Skills & Competencies:

• Proven leadership in managing technical teams within unified communications contact center or CCaaS environments.
• Strong hands-on expertise with Genesys Cloud CX (routing, Architect, Admin, Analytics, WEM, Digital, Voice, integrations).
• Solid operational skills in platform stability, incident management, performance optimization, workforce management, automation, and metrics-driven improvements.
• Experience with cloud-native architectures, REST APIs, JSON, OAuth, webhooks, event streaming, and telephony concepts (SIP, VoIP, PSTN, call flows, QoS).
• Excellent communication skills to engage stakeholders, explain technical concepts to technical and non-technical audiences (including clinical/business users), and build consensus.
• Collaborative leader with the ability to mentor teams, drive performance, and foster trust across infrastructure, security, operations, and business functions.
• Analytical mindset for troubleshooting, capacity planning, cost optimization, quality assurance, and continuous improvement of customer experiences.
• Familiarity with contact center security, compliance (HIPAA, emergency services, privacy standards, recording regulations), and requirements in large enterprise/healthcare environments.
• Genesys Cloud CX certifications (Professional, Specialist, or higher) preferred. The ability to work outside normal hours, when needed, is expected, and an on-call schedule is required in this position.

Essential Duties and Responsibilities:

• Leads multiple IT teams or disciplines, ensuring strategic alignment and effective execution
• Develops long-term plans for technology capabilities, staffing, and budget management
• Partners with senior business leaders to define and prioritize technology initiatives
• Establishes governance frameworks, standards, and metrics for performance and risk management
• Promotes innovation and adoption of emerging technologies to improve efficiency and scalability
• Builds and maintains a high-performing team culture focused on accountability and results