Baptist Health · 19 hours ago
Lead Solution Architect, Hybrid, Technology & Digital, FT, 08A-4:30P
Miami, FL
Full-time
Hybrid
Senior Level, Lead/Staff
$138K/yr - $172K/yr
10+ years expBaptist Health is the region’s largest not-for-profit healthcare organization, and they are seeking an experienced Genesys CCaaS Solutions Architect to support, design, and optimize a cloud contact center voice environment. The role focuses on voice routing, call flows, integrations, and operational stability across a large enterprise environment.
Hospital & Health Care
Responsibilities
Design, configure, and support Genesys Cloud voice services, including inbound and outbound call flows
Architect, build and maintain call flows, routing strategies, queues, IVRs, and schedules
Manage SIP trunking, carrier integrations, and PSTN connectivity
Troubleshoot voice quality, call failures, latency, and routing issues across the CCaaS platform
Partner with network, and application teams to ensure end-to-end voice reliability
Support integrations between Genesys and enterprise systems
Participate in incident response, root cause analysis, and continuous improvement efforts
Assist with platform upgrades, feature rollouts, and voice-related enhancements
Create and maintain technical documentation, diagrams, and standard operating procedures
Provide guidance and mentorship to junior engineers or operations teams as needed
Qualification
Required
Hands-on experience administering and supporting Genesys Cloud
Solid understanding of contact center voice concepts
Experience working with telecom carriers and SIP trunk providers
Ability to troubleshoot complex voice issues across cloud, network, and carrier layers
Familiarity with call center metrics and reporting related to voice performance
Strong communication skills with the ability to explain technical concepts to non-technical stakeholders
Working knowledge of System interfaces, including call recording and system integrations
Preferred
Experience supporting large or healthcare-based contact center environments
Knowledge of integrations with CRM or clinical systems
Experience with high-availability and disaster recovery design for CCaaS platforms
Prior experience migrating from on-prem or legacy contact center solutions to Genesys Cloud
Genesys certifications are a plus
This position requires candidates to be local to the area and able to be onsite as needed for operational support and project work
Company
Baptist Health
Baptist Health South Florida is the region’s largest not-for-profit healthcare organization with 12 hospitals, more than 29,000 employees, 4,500 physicians, and 200 outpatient centers, urgent care facilities, and physician practices spanning across Miami-Dade, Monroe, Broward, and Palm Beach counties.
10001+ employees
H1B Sponsorship
Baptist Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2023 (2)
2022 (3)
2021 (20)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Bill Ulbricht
Chief Executive Officer - Baptist Hospital Miami
Drew Grossman
Chief Executive Officer
Recent News
2025-08-26
Company data provided by crunchbase