Genesys与CCaaS解决方案，高级顾问
Genesys & CCaaS Solutions, Sr. Consultant
我们是Hummingbird
我们正在提升患者获取医疗服务的体验，让患者可以按需在任何时间、地点获得医疗帮助。我们与医疗机构合作，改变患者获取医疗服务的方式，使他们的医护人员能够专注于最重要的事情——照顾患者。通过将患者接入服务作为一项技术驱动的服务，我们帮助医疗机构稳定成本，改善患者体验，同时创造吸引并留住行业人才的好工作。我们的专家团队痴迷于人、流程和技术之间如何让医疗机构高效运转。加入我们，一起打造我们社区、家庭和我们自己期望的医疗体验。
职位概述
职责
职位简介
你将诊断客户呼叫中心的实际需求，然后构建满足这些需求的系统。
作为Hummingbird服务交付团队的一名全职高级顾问，你将运用咨询方法论，帮助我们的托管服务客户现代化他们的客服中心，重点在于Genesys和CCaaS的建设。大多数现有系统都已过时，而大多数客户并不完全清楚他们需要什么来实现升级。你的任务就是弄清楚这些：评估每个客户的现状，诊断他们请求背后的真正需求，并设计一个符合其特定环境的标准Genesys模型系统。
你大部分时间将用于将发现转化为呼叫流程逻辑，在Genesys Architect Tools中构建，并通过结构化测试进行验证。你将全程负责自己的工作流，与利益相关者合作定义成功标准，并帮助塑造Hummingbird在每个实施过程中使用的标准。
你将负责
- 通过结构化调研评估每个客户的现有客服中心配置，识别差距以及自动化或自助服务的机会。
- 诊断每个客户请求背后的真实需求，应用Hummingbird的交付方法在跳到解决方案前先明确问题。
- 将评估结果转化为清晰的建议，然后将这些逻辑映射并在Genesys Architect Tools中构建。
- 全程负责你所分配的构建工作流：安排工作顺序，跟踪进度，并尽早识别风险。
- 设计并执行用户验收测试计划，通过结构化测试确保构建符合客户要求后再上线。
- 诊断配置问题的根本原因，并在变更过程中为客户提供支持。
查看英文原文
Hi. We’re Hummingbird.
We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
Responsibilities
About the Role
You'll diagnose what a client's call center actually needs, then build the system that delivers it.
As a full-time Sr. Consultant on Hummingbird's Service Delivery team, you'll bring consulting rigor to how our managed service clients modernize their contact centers, with a focus on Genesys and CCaaS builds. Most existing setups are outdated, and most clients don't fully know what they need to evolve them. Your job is to figure that out: assessing each client's current state, diagnosing the real need behind their requests, and designing a standardized Genesys model system that fits their specific environment.
Most of your day will be spent translating findings into call flow logic, building it out in Genesys Architect Tools, and validating it through structured testing. You'll own your workstreams end to end, partner with stakeholders to define what success looks like, and help shape the standards Hummingbird uses across every implementation.
What You’ll Do
- Assess each client's current contact center setup through structured discovery, identifying gaps and opportunities to automate or enable self-service.
- Diagnose the real need behind each client request, applying Hummingbird's delivery approach to frame the problem before jumping to a solution.
- Translate assessment findings into clear recommendations, then map that logic and build it out in Genesys Architect Tools.
- Own delivery of your assigned build workstream: sequencing the work, tracking progress, and surfacing risks early.
- Design and execute UAT plans, using structured testing to validate the build meets client requirements before go live.
- Troubleshoot configuration issues to root cause, and support the client through the change as the new system rolls out.
- Partner with stakeholders to define what success looks like for each build, then track performance using reporting and dashboards.
- Contribute to shaping Hummingbird's standardized CCaaS model, refining it based on what you learn across client engagements.
- Join discovery calls with clients as part of the broader consulting engagement.
- Mentor peers on Genesys configuration approaches, structured discovery, and problem-solving methods.
The Details
- Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship
- Work Location: Remote. You must work from a location within the United States with consistent internet service.
- Work Type: Full-time
- Compensation: Expected range is $108,333 - $140,000. New hires usually start between $108,333 and $130,000, depending on experience and internal equity.
- Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more
- Travel: 2-3 trips per year for client implementation support
What You’ll Bring
- 3-5 years of hands-on Genesys experience, including Architect Tools, call flow design, and reporting logic to surface performance data.
- Experience delivering solutions independently, owning workstreams end to end with minimal oversight.
- Track record designing call flows that automate or enable self-service, supported by adoption or deflection data.
- Strong problem framing skills, with the ability to interpret client requests, diagnose the underlying need, and structure a path to resolution rather than executing the literal ask.
- Background in defining standardization approaches across multiple client or system configurations.
- Experience with UAT design and troubleshooting, including diagnosing root cause in existing configurations.
- Skilled communicator with both technical and non-technical stakeholders, comfortable leading discovery conversations and coordinating across contributors.
Nice to Have
- Experience with Genesys Telephony and CCaaS carrier design, including SIP trunk.
- Experience implementing Genesys Health CX, which integrates with Epic.
- Experience working in an environment that deploys updates via Infrastructure as Code.
What Helps You Shine
- Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.
- Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care, all skills that are essential for success on our team.
Required & Desired Skills
Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience.
A Note on Authentic Interviews
We believe the best hiring conversations are real ones. Notes are welcome, and jotting things down during the call is completely fine. What we ask is that you don’t use AI tools or similar assistance to generate your responses in real time. We’re genuinely trying to get to know you: how you think, how you communicate, and what you’ve experienced. That connection matters to us, and it’s hard to find when answers are scripted rather than interactive.
We’re a team that makes healthcare more human. We’d love to meet the person behind your application.
The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:
- Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
- Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
- Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.
Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.
Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to to request accommodations and we’d be happy to chat.
Originally posted on Himalayas