Senior Genesys Cloud Engineer

Miratech; New York (NY); Remote; USD 90,000 - 150,000; Full time

Job description

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 looking for a Senior Genesys Cloud PS Consultant to join our team. This role involves working on innovative solutions and implementing 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.

Responsibilities:

• Act as the primary technical point of contact, providing high-quality consultancy on Genesys solutions to both 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.

Qualifications:

• 5+ years of hands-on experience in maintaining and optimizing large, multi-site, complex contact center environments.
• 5+ 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.

Nice to have:

• Strong background in Genesys Engage technologies, including IVR and Routing, Call Recordings, eServices, Reporting, Orchestration, Workforce Management (WFM), and IWD.

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.