Senior Genesys Cloud Engineer

🔥 0 minutes ago

🌐 India, Argentina – Remote

🇮🇳 India – Remote 🇦🇷 Argentina – Remote

⏰ Full Time

🟠 Senior

☁️ Cloud Engineer

👻 Ghost score 25%

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages • Lead the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management • Configure and optimize Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment • Act as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability • Contribute to Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs • Provide functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality • Document solution designs, flows, and configurations and prepare technical deliverables, including manuals, diagrams, and test cases, in English and Spanish • Define and apply best practices, configuration standards, and test plans for new platform developments • Collaborate with Genesys, system integrators, and other vendors on incident resolution and evaluation of new platform features • Work with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions

🎯 Requirements

• 6+ years of hands-on experience with Genesys Cloud CX in high-volume contact center environments • Strong experience developing and configuring IVR flows with Genesys Cloud Architect • Experience with Composer/ININ in Genesys OnPrem is relevant • Hands-on experience integrating WhatsApp Business API with contact center platforms • Expertise in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialling ratios, DNC lists, and contactability • Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks for third-party and internal system integrations • Experience with digital channels, including chat and SMS, and digital routing/ACD configuration • Fluency in both Spanish and English • English B2+ proficiency • Spanish C1+ proficiency • Experience with Speech and Text Analytics and contactability dashboards is nice to have • Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is nice to have • Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional, are nice to have • Experience with Genesys OnPrem to Genesys Cloud migration projects is nice to have • Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is nice to have • Experience working with large-scale contact centers in the security, alarms, or subscription services sectors is nice to have

🏖️ Benefits

• Comprehensive compensation and benefits package • Health insurance • Language courses • Relocation program • Remote work flexibility through a Work From Anywhere culture • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Impactful projects for top global clients • Inclusive and supportive work environment with open communication • Regular team-building company social events • Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality