Advanced Contact Center Solutions Expert

**Job Title:** Senior Genesys Cloud Consultant

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. We support digital transformation for some of the world's largest enterprises by partnering with both large and small players, staying at the leading edge of technology, remaining nimble even as a global leader, and creating technology that helps our clients enhance their business.

We are looking for a Genesys Cloud Consultant to work on innovative solutions and implement advanced technologies aimed at enhancing user experiences. The ideal candidate will have extensive experience with Genesys Cloud, along with a deep understanding of multi-channel contact center solutions.

• Act as the primary technical point of contact, providing high-quality consultancy on Genesys solutions to customers and internal business teams.
• Design and deliver advanced end-to-end technical solutions for Genesys Cloud delivery projects, including conducting technical workshops, capturing technical requirements, and authoring and obtaining sign-off for technical design specifications.
• Perform in-depth analysis, combining complex technical and business challenges to derive effective solutions.
• Take ownership of establishing and maintaining the technical architecture for Genesys solutions, while implementing new technologies as needed.
• Modify Genesys system configurations to meet evolving business requirements and operational factors.
• Lead the planning and execution of new contact center technology deployments and system upgrades.
• Serve as the primary internal and external point of contact for all matters related to Genesys systems, including liaising with external vendors.
• Contribute to the seamless switchover of Genesys contact center systems to the production environment.

• 5+ years of hands-on experience in maintaining and optimizing large, multi-site, complex contact center environments.
• 3+ years of experience in developing, implementing, and supporting Genesys Cloud solutions, ensuring seamless integration with business needs.
• Proven track record in developing and managing routing and IVR workflows using the Genesys Architect tool.
• In-depth knowledge of infrastructure planning, operations, design, deployment, and system lifecycle management to maintain high availability and performance.
• Strong understanding of business processes and their connection to customer experience technology, enabling optimized solutions.
• Comprehensive understanding of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing solutions, ensuring reliable and scalable communication networks.

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.