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Advanced Contact Center Technical Lead
2 semanas atrás
Miratech is a global IT services and consulting company that helps visionaries drive digital transformation.
We bring together enterprise and start-up innovation to support clients in enhancing their business.
Our Culture of Excellence
Our relentless pursuit of performance has enabled over 99% of our engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception.
With coverage across 5 continents and operation in over 25 countries around the world, we retain nearly 1000 full-time professionals.
Key Responsibilities- Act as the primary technical point of contact for Genesys solutions.
- Design and deliver advanced end-to-end technical solutions for Genesys Cloud delivery projects.
- Perform in-depth analysis combining complex technical and business challenges to derive effective solutions.
- Establish and maintain the technical architecture for Genesys solutions.
- Modify Genesys system configurations to meet evolving business requirements and operational factors.
- Lead 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.
- 5+ years of experience in maintaining and optimizing large, multi-site, complex contact center environments.
- 3+ years of experience in developing, implementing, and supporting Genesys Cloud solutions.
- 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.
- Strong understanding of business processes and their connection to customer experience technology.
- Comprehensive understanding of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing solutions.
