Pharmacy Telephony Architect (2026-7165)
POSITION SUMMARY:
The Pharmacy Telephony Architect serves as the technical lead for pharmacy contact center and telephony solutions supporting patient, provider, and customer interactions. This role is responsible for the design, development, implementation, and ongoing optimization of IVR applications, call routing strategies, telephony integrations, and contact center platforms. The role will support telephony integrations within our Pharmacy Management System and other pharmacy applications.
KEY RESPONSIBILITIES:
- IVR Design & Development
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Design, build, test, and maintain complex IVR call flows and self-service applications.
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Develop and optimize routing strategies, call treatment logic, queues, and customer journeys.
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Support IVR modernization initiatives and customer experience enhancements.
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Analyze call flow performance and implement continuous improvements.
- Telephony & Contact Center Administration
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Configure and support Genesys Cloud CX and related telephony technologies.
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Manage call routing, agent provisioning, queue configuration, and platform administration.
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Support call recording, SIP telephony, voice infrastructure, and telecommunications integrations.
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Troubleshoot and resolve telephony and contact center platform issues.
- Platform Integration
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Support integration between Genesys, telephony platforms, and pharmacy management systems.
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Collaborate with Workbench and other pharmacy technology teams to ensure seamless customer and operational workflows.
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Support API-based integrations and data exchange requirements.
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Ensure alignment between telephony capabilities and pharmacy business processes.
- Incident Management & Ticket Triage
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Manage and prioritize telecommunications, IVR, and pharmacy systems support tickets.
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Lead root-cause analysis and resolution of production issues.
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Coordinate with vendors and internal stakeholders to resolve platform-related incidents.
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Maintain service documentation and operational procedures.
- Performance Optimization
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Monitor IVR containment, call routing effectiveness, service levels, and platform performance.
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Develop reporting and recommendations to improve customer experience and operational efficiency.
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Identify automation opportunities that reduce call volume and improve self-service adoption.
- Vendor & Stakeholder Management
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Partner with CaasS vendor (I.e. Genesys, CXOne, Five9), telecommunications providers, and pharmacy technology vendors.
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Coordinate platform upgrades, maintenance activities, and production deployments.
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Collaborate with business and operational leaders to prioritize enhancements and support requirements.
- Perform all other duties as assigned.
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
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Bachelor’s degree in computer science, Information Systems, or related field (or equivalent combination of education and experience).
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5+ years supporting contact center technologies and telephony platforms.
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3+ years hands-on experience designing and maintaining IVR applications and call routing strategies
PREFERRED EDUCATION AND EXPERIENCE:
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Background in healthcare, pharma, or other regulated industries.
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Experience in CaasS telephony setup including IVR configuration and workflow design.
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Experience with call routing, speech recognition, natural language IVR, voice bots, and self-service applications.
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Experience supporting cloud contact center migrations. Customer service evaluation and satisfaction experience
KNOWLEDGE, SKILLS & ABILITIES:
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Advanced technical design and troubleshooting skills for telephony and CRM integrations.
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Strong leadership and stakeholder engagement capabilities.
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Excellent communication and executive presentation skills.
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Ability to manage complex projects and competing priorities in a fast-paced environment.