Genesys CX Cloud Tech Lead

Company Description

Who we are

Miratech is 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. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains since Miratech inception in 1989. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

Job Description

Are you a passionate Genesys CX Cloud expert with a knack for leadership? Do you thrive in a fast-paced environment where you can leverage your technical expertise to drive exceptional customer experiences? If so, we want you on our team!

As a Genesys CX Cloud Team Lead, you'll play a pivotal role in shaping the future of our customer experience technology. You'll be a trusted advisor, leading a team of specialists in designing, implementing, and optimizing Genesys CX Cloud solutions. Your in-depth technical knowledge and leadership skills will be instrumental in ensuring successful project delivery and maximizing the value we extract from this powerful platform.

Responsibilities

• Provide high-caliber technical consultancy for Genesys solutions to internal and external stakeholders.
• Lead end-to-end technical design of Genesys CX Cloud projects, including workshops, requirements capture, authoring, and sign-off of technical design documentation.
• Conduct in-depth analysis, integrating complex technical considerations with business needs.
• Architect and implement innovative solutions, leveraging new technologies to enhance our contact center capabilities.
• Configure Genesys systems to align with evolving business requirements.
• Spearhead the deployment of new contact center technologies and upgrades, ensuring seamless integration and user adoption.
• Serve as the central point of contact for all Genesys-related inquiries, both internally and with external vendors.
• Champion the successful switchover of our Genesys contact center to the production environment.
• Aptitude for organizing and overseeing training initiatives, providing education and knowledge-sharing sessions to team members.

Qualifications

• 5+ years of demonstrably successful experience in managing and maintaining large, multi-site, complex contact center environments.
• Proven track record in designing, implementing, and supporting Genesys CX Cloud solutions.
• Expertise in developing Routing and IVR workflows using Genesys Cloud Architect.
• In-depth knowledge of Genesys Engage technologies (e.g., IVR & Routing, Call Recordings, eServices, Reporting, Orchestration, WEM/WFM, IWD).
• Extensive understanding of infrastructure planning & operations, design and deployment, and system lifecycle management.
• Strong grasp of business processes and their impact on customer experience technology.
• Proficient understanding of SIP infrastructure, including SIP protocol, SBC solutions, and load balancing.
• Full proficiency in English both written and verbal.
• Ability to work effectively within overlapping time zones (EST-PST, minimum 70-80% overlap).

Nice to have: 

• In-depth knowledge of Genesys Engage technologies (e.g., IVR & Routing, Call Recordings, eServices, Reporting, Orchestration, WEM/WFM, IWD).
• Hands-on with Verint, Nice CXone, Five9, Zendesk solutions design, development, implementation and integration.
• Skilled in AWS and Salesforce integration solutions.

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, 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.