Principal Genesys Cloud Consultant

🕒 March 20

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

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.

📋 Description

• Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions. • Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off. • Analyze complex business and technical challenges to define scalable and effective solution architectures. • Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate. • Configure and optimize Genesys Cloud environments to align with changing business and operational needs. • Lead the planning and execution of contact center deployments, migrations, and system upgrades. • Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors. • Support production readiness activities and ensure smooth transition of contact center solutions into live environments.

🎯 Requirements

• 5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments. • Experience in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings. • Proven expertise in building routing strategies and IVR workflows using Genesys Architect. • Experience with CRM integration (e.g., Salesforce, MS Dynamics) with the Genesys Cloud environment. • Strong background in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance. • Solid understanding of business processes and their alignment with customer experience technologies. • Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing approaches. • Knowledge of Genesys Cloud Workforce Management (WFM): provide expert guidance and best practices to optimize workforce management processes within the Genesys Cloud environment. • Genesys Cloud Training: conduct training sessions for various roles, including supervisors, administrators, users, and architects, to enhance their understanding and effective use of Genesys Cloud features. • Experience with CX Cloud from Genesys and Salesforce.

🏖️ Benefits

• 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.