Continuous Improvement Lead

🕒 August 21

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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EDCi

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1988

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

EDCi is a trusted IT solutions provider that has been driving excellence in communication and technology since 1979. The company specializes in delivering innovative, tailored solutions in areas such as healthcare contact centers, cybersecurity, infrastructure and data centers. EDCi offers a range of services including professional and managed services, data governance, mergers and acquisitions support, and comprehensive solutions for modern workplaces utilizing Microsoft 365 and Power Automate. Notable solutions include EHRConnect® which enhances patient access and experience by seamlessly integrating Epic System patient data with cloud contact centers. With a strong team of experts, EDCi empowers businesses to remain competitive by optimizing IT capabilities and enhancing customer experience, all while maintaining a high customer retention rate of 98%.

📋 Description

• Provide white glove support for strategic EDCi clients • Perform project coordinator duties associated with utilizing engineering/AI resources • Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments • Provide in-depth analysis combining complex technical and business issues • Solve fast-paced, business-critical, high-profile problems • Demonstrate and answer client questions related to top contact center platforms • Stay current on developments in contact centers • Quickly understand and solve customer pain points • Serve as a key component of EDCi’s Experience Sales team • Own strategic client accounts and provide continuous improvement consulting support • Interact with sales account managers and customers to architect solutions and enable optimal business outcomes

🎯 Requirements

• 1+ year experience in Genesys Cloud CX (Purecloud) technology • Knowledge of telephony architecture and Genesys Cloud CX dependencies • Experience in delivering business operations and/or customer experience initiatives • Understand best practices for a service organization • Development experience and/or mindset • Excellent client service attitude and team focus • Genesys Cloud CX certification is a plus • Healthcare industry background is optional • Natural language bot flow development experience is optional • Leadership experience is optional • Business analysis experience or having been part of transformation projects is optional • Understand how budgets work along with how to creatively achieve strategic initiatives • Citizenship or employment eligibility is required • Must be 18 years of age or older

🏖️ Benefits

• Remote work from home • Paid holidays, vacation and sick time • Bring Your Own PC Policy • Cell phone reimbursement • Casual dress • Funded training and certifications • Health, dental and vision insurance • 401K match • Flexible, family-oriented work environment