Senior Genesys Cloud Consultant

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across five continents and operates in 25 countries worldwide. Miratech retains over 1000 full-time professionals and has achieved sustained shareholder value growth exceeding 25% annually over many years.

Job Description

We are looking for a Senior Genesys Cloud Consultant specialized in Genesys Cloud, with solid experience in Contact Center environments and a results-oriented approach. The selected person will be part of a team of high-level professionals, participating in the design, implementation, and optimization of solutions based on Genesys Cloud CX for international clients.

Language requirement: this role requires fluency in Spanish and English

Responsibilities:

• Design, develop, and maintain integrations and solutions on Genesys Cloud.
• Configure and optimize interaction flows using Genesys Cloud Architect (IVR, ACD, queues, bots, callbacks)
• Develop integrations with external systems using Genesys Cloud Platform API and Webhook Services.
• Implement bots and automation with Genesys Dialog Engine Bot Flows and connect with third-party bots via Bot Connector.
• Analyzing and validating Genesys Cloud platform configurations
• Act as a bridge between development, product, and operations to ensure shared ownership of quality.
• Provide technical support to end-users (Management) from different countries
• Collaborate in the development of reports, analytics, and continuous improvement of Contact Center performance.
• Document processes, integrations, and configurations carried out.

Qualifications

• 5+ years of experience in Contact Center solutions.
• Verifiable experience in Genesys Cloud CX (minimum 3 years).
• Experience and background on A3S.
• Ability to work in a team and customer orientation.
• Experience in telephony and VoIP protocols (SIP, RTP, WebRTC).
• Basic knowledge of public cloud architectures (GCP, AWS, Azure).
• Ability to validate new features and bug fixes in staging and production environments.
• Language requirement: fluency in Spanish and English

Nice to have:

• Official Genesys Cloud certifications (Architect, Developer, Professional, etc.)
• Experience in projects with reporting and analytics tools (Power BI, Tableau, etc.)
• Experience with Genesys AI

We offer:

• 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. 

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.