Qualifications
Minimum of 5 years of hands-on experience in supporting and optimizing complex, multi-site contact center environments.Proven track record in designing, implementing, and sustaining Genesys Cloud solutions in enterprise contexts.Expertise in developing routing strategies and IVR workflows using Genesys Architect.Experience with CRM integrations (e.g., Salesforce, MS Dynamics) within the Genesys Cloud environment.Strong foundation in infrastructure planning, solution design, deployment, and lifecycle management to ensure optimal availability and performance.Thorough understanding of business processes and their alignment with customer experience technologies.Extensive knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing methodologies.Preferred Qualifications:Familiarity with Genesys Cloud Workforce Management (WFM), providing expert advice and best practices to enhance workforce efficiency.
About the job
Join our innovative team as a Principal Genesys Cloud Professional Services Consultant and spearhead the implementation of cutting-edge, enterprise-level contact center solutions. In this pivotal role, you will guide the design and execution of sophisticated, multi-channel customer experience platforms, utilizing your extensive knowledge of Genesys Cloud and contemporary contact center technologies.
The perfect candidate will exhibit exceptional technical leadership, hands-on experience in delivery, and the capability to convert intricate business requirements into scalable, high-caliber solutions.
Key Responsibilities:
- Act as the main technical liaison for clients and internal stakeholders, offering expert consultancy on Genesys Cloud solutions.
- Lead the design and delivery of comprehensive technical solutions, which includes conducting workshops, gathering requirements, and creating technical design documentation with necessary approvals.
- Evaluate complex business and technical issues to outline scalable and effective solution architectures.
- Oversee and enhance the technical architecture of Genesys solutions, incorporating new technologies and best practices as needed.
- Configure and optimize Genesys Cloud environments to adapt to evolving business and operational demands.
- Direct the planning and implementation of contact center deployments, migrations, and system upgrades.
- Serve as the primary escalation and coordination point for Genesys-related issues, working collaboratively with internal teams and external partners.
- Facilitate production readiness activities to ensure a seamless transition of contact center solutions into operational environments.
About Miratech
At Miratech, we empower visionaries to transform the world. We are a globally recognized IT services and consulting firm that merges enterprise-level and startup innovation. Currently, we facilitate digital transformation for some of the largest enterprises globally. By collaborating with both large organizations and emerging players, we maintain a forefront position in technology, remain agile as a global leader, and develop solutions that propel our clients' businesses forward. Our values-driven culture, centered on Relentless Performance, has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding objectives on scope, schedule, and budget since our inception in 1989. With a presence across five continents and operations in over 25 countries, Miratech employs nearly 1000 full-time professionals, achieving an annual growth rate exceeding 25%.