Senior Genesys Cloud CX Functional Analyst

November 26

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Miratech

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Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

📋 Description

• Analyze and translate business requirements into detailed functional and configuration specifications for Genesys Cloud CX. • Design end-to-end customer interaction flows in Genesys Architect, including call routing, IVR logic, queues, and digital channels. • Configure and test Cloud CX features such as user roles, routing logic, queues, wrap-up codes, and reporting views. • Participate in system demos, testing, and user acceptance phases to validate that the implemented solution meets all requirements. • Provide subject matter expertise (SME) on Genesys Cloud CX capabilities, limitations, and best practices. • Document functional specifications, configuration steps, and release notes for operational and training purposes. • Support post-deployment troubleshooting and enhancements in collaboration with technical teams.

🎯 Requirements

• 5+ years of experience as a Functional Analyst or Implementation Specialist with Genesys platform. • Strong practical knowledge of Genesys Architect, call flows, routing, IVR, digital interactions, and workspaces. • Hands-on experience with Genesys Cloud administration, configuration, and routing logic setup. • Understanding of API-level integrations and interaction with external CRMs or data sources. • Ability to interpret business requirements and translate them into functional and technical designs. • Excellent communication and documentation skills, with the ability to work effectively with business and technical stakeholders. • Experience working in enterprise environments with multiple clients or business units. • Familiarity with Agile or hybrid project delivery models.

🏖️ Benefits

• 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, 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.