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Senior CRM Developer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation


How is this team contributing to the vision of Providence?

Providence is enhancing the patient and caregiver experience by modernizing enterprise services. Clinical Technology Services is expanding its Innovation team to grow and enable the Genesys Cloud platform across all Contact Centers. This team will develop internal capabilities, offer strategic planning, establish best practices, and deliver Genesys engineering solutions. While focusing on Genesys, these roles also offer opportunities to work on other innovation projects like chatbots, NLU, and technology integration. These efforts will drive strategic advantages, cost savings, and essential business functionality, supporting Providence's mission to serve the poor and vulnerable.

 

Our Team culture:

  • Work environment, which is collaborative and driven by learning, exploration & experimentation mindset.
  • Empowering & enabling individuals and teams to realize their full potential.
  • Focus on outcomes, solving users pain points & predictable delivery.

 

What you will be responsible for?

  • Develop custom applications and enhancements tailored for the Genesys platform: Should have robust programming skills and experience in developing custom applications that integrate seamlessly with the Genesys platform. This involves understanding the platform's APIs and SDKs, and being able to create solutions that enhance its functionality and meet specific business requirements
  • Develop and enhance conversational bots utilizing Genesys Dialog Engine and Architect for improved user interaction: Should be proficient in using Genesys Dialog Engine and Architect to create and refine conversational bots. This includes designing bot workflows, implementing natural language understanding (NLU) capabilities, and continuously improving the bots based on user feedback and interaction data
  • Create and integrate GenAI-driven bot workflows to enhance customer engagement and operational efficiency: Leveraging GenAI technologies, the engineer should be able to develop intelligent bot workflows that can handle complex interactions and provide personalized responses. This involves integrating AI models that can learn from interactions and optimize the bot's performance over time
  • Build configuration and optimization of the Genesys Contact Center to meet evolving business needs: Should have a deep understanding of Genesys Contact Center technologies and be able to configuring and optimizing the system. This includes setting up IVR systems, refining call routing strategies, and ensuring the contact center adapts to changing business requirements
  • Collaborate with stakeholders/ cross-functional teams to identify, prioritize and implement opportunities for system improvements: Should work closely with various stakeholders, including marketing, IT, and customer service teams, to identify areas for improvement. They should prioritize these opportunities and implement solutions that enhance the overall system performance
  • Facilitate seamless integrations between the Genesys Cloud Contact Center and other enterprise systems: Should be skilled in integrating the Genesys Cloud Contact Center with other enterprise systems such as ServiceNow, NexThink, and Microsoft Copilot.
  • Enable disaster recovery and business continuity for the Genesys environment: Should develop and maintain disaster recovery and business continuity plans. This involves ensuring that the Genesys environment is resilient and can quickly recover from disruptions, thereby minimizing downtime and maintaining service quality

 

Who are we looking for?

  • 2-5 years of experience in Genesys platform administration, configuration, and troubleshooting.
  • Strong understanding of Genesys Contact Center technologies, including IVR, routing, reporting, and integration with CRM platforms.
  • Knowledge of contact center best practices and customer service principles.
  • Excellent problem-solving skills and attention to detail.
  • Strong communication and interpersonal skills for collaborating with internal teams and vendors.
  • Ability to work independently and manage multiple tasks and priorities effectively.
  • Genesys certifications (such as Genesys Certified Professional) is a plus.
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

 

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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