Principal Genesys Cloud CX 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  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

Job Description

We are seeking an experienced Principal Genesys Cloud CX Consultant who will be responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving abilities, and the ability to work closely with clients to understand their needs and deliver tailored solutions. 

Responsibilities: 

• Design, implement, and support Genesys Cloud CX solutions to meet client requirements. 
• Proficiency in Architect flows, IVR scripting, call routing (DTMF/speech), and SIP/VoIP fundamentals 
• Conduct discovery sessions and create technical documentation for Genesys Cloud-related projects. 
• Customize and integrate IVRs and data sources within the Genesys Cloud platform. 
• Drive migrations from legacy environments to Genesys Cloud. 
• Configure and manage queues and skills in Genesys Cloud. 
• Provide technical expertise and support for Genesys Cloud implementations and integrations. 
• Troubleshoot and resolve issues related to Genesys Cloud configurations and integrations. 
• Collaborate with clients to gather requirements and design solutions that meet their needs. 
• Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies. 
• Maintain clear and effective communication with stakeholders and provide regular updates on project status. 
• Generate technical documentation: Visio callflow diagrams, API specs, deployment plans. 
• Excellent communication, stakeholder collaboration, and team leadership skills.

Qualifications

• 5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels. 
• Strong expertise in Genesys Cloud CX, including hands-on experience with Amazon Web Services (AWS). 
• Skilled in leveraging APIs for application development, including integration of high-level APIs into enterprise systems
• Ability to work closely with stakeholders to gather requirements and design solutions.Experience with technical documentation creation and writing. 
• Fluent English written and spoken level. 
• Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or a related technical discipline. 
• Strong problem-solving abilities and attention to detail. + strong communacation skills.
• Ability to work independently covering client-facing expert role. 

Nice to have: 

• Genesys Cloud Certified Partner, Genesys Cloud Certified Professional, or Genesys Cloud Certified Developer. 
• Experience with other cloud platforms (e.g., Microsoft Azure, Google Cloud Platform). 
• Regginald should provide pre-screening questions.

We offer: 

• The Chance to Make an Impact: grow alongside some of the tech industry’s premier talent, with a 99% project success rate delivering for some of the world’s biggest brands. Collaborate on projects that really matter, shaping the future of global industries for some of the biggest names in business. 
• A Work From Anywhere Culture: make the most of the flexibility that comes with fully remote work, within a close-knit, values-driven community.  
• Diversity and Empowerment: thrive in an inclusive and supportive multicultural environment, where differences are celebrated as a key driver of creativity and innovation. Our international culture of diversity gives everyone the chance to make a real difference – in their own way. 
• 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.  
• A Better Way of Working: join a company that puts sustainability at the heart of everything it does. Our community is active on a range of sustainability issues, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality and inclusion.   

* 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.