Senior Contact Center Strategy Consultant (Genesys Cloud CX & Epic)

Healthcare Integration experience is required

NOTE: You do not need to tell me you can only find Epic or you can only find Genesys experts. We need both skills in one consultant.

Seeking a senior consultant to lead a strategic assessment of Genesys Cloud CX and Epic Contact Center/Patient Engagement capabilities for a healthcare organization.

This is a consulting and advisory engagement, not an implementation or support role.

The consultant will evaluate platform capabilities, identify areas of overlap, and provide recommendations regarding platform ownership, operational effectiveness, patient experience, and long-term Contact Center strategy.

The ideal candidate combines deep platform expertise, hands-on healthcare integration experience, and the ability to influence business, technical, and executive stakeholders.

Key Responsibilities

Assess current Genesys Cloud CX and Epic Contact Center/Patient Engagement capabilities.

Evaluate overlapping functionality and recommend future-state platform ownership and optimization strategies.

Analyze Contact Center operations, patient engagement workflows, and overall user experience.

Lead discussions with business leaders, operational teams, technical teams, and executive stakeholders.

Facilitate stakeholder alignment and drive consensus around strategic recommendations.

Deliver executive-level assessments, gap analyses, and roadmap recommendations supported by business and technical findings.

Present findings and recommendations to senior leadership.

Required Qualifications

10+ years of Contact Center, healthcare technology, or enterprise consulting experience.

Strong expertise in either Genesys Cloud CX or Epic Contact Center/Patient Engagement solutions.

Hands-on experience designing, supporting, evaluating, or optimizing healthcare integrations across enterprise healthcare platforms, patient engagement solutions, telephony systems, and interoperability frameworks.

Experience advising healthcare organizations on platform strategy, technology assessments, and roadmap decisions.

Proven ability to engage and influence executive, business, and technical stakeholders.

Strong communication, facilitation, presentation, and stakeholder management skills.

Healthcare provider, hospital, payer, or healthcare consulting experience.

Qualifications

Experience with both Epic and Genesys Cloud CX environments.

Experience leading enterprise platform assessments and technology rationalization initiatives.

Background in Healthcare Contact Center transformation, patient engagement, or digital experience programs.

Ideal Candidate

A senior healthcare technology consultant who combines hands-on healthcare integration expertise with strategic advisory experience and can confidently guide executive stakeholders through platform ownership, interoperability, and Contact Center strategy decisions.