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Miratech is seeking a Senior Genesys Cloud Engineer to support Telephony Delivery with a focus on WhatsApp channel integration and IVR development within their contact center platform. This is a technical specialist role requiring deep expertise in Genesys Cloud CX configuration and deployment.
Key Responsibilities:
- Design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification, authentication, and pre-operator stages
- Lead development and integration of WhatsApp Business channel within Genesys Cloud, managing templates, digital routing, and Business-Scoped User ID (BSUID) management
- Configure and optimize Outbound and Skill-Based Dialling (SBD) campaigns, ensuring Fair Use compliance, proper dialling ratios, and agent-to-skill assignment
- Act as technical reference for Marketing rollout initiatives, including campaign assignment, predictive/progressive dialling, contact list management, and contactability optimization
- Contribute to evolution of Genesys Cloud integration architecture using 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; prepare technical deliverables in English and Spanish
- Define and apply best practices, configuration standards, and test plans for platform developments
- Collaborate with Genesys, system integrators, and vendors on incident resolution and feature evaluation
- Work cross-functionally with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions
About Miratech:
Miratech is a global IT services and consulting company founded in 1989, supporting digital transformation for major enterprises. Operating across five continents in 25 countries with over 1,000 full-time professionals, the company maintains a 99% project success rate and 25%+ annual shareholder value growth. The culture emphasizes Relentless Performance and innovation partnership with both large enterprises and startups.
Requirements:
- 6+ years hands-on experience with Genesys Cloud CX in high-volume contact center environments
- Strong experience developing and configuring IVR flows with Genesys Cloud Architect (Composer/ININ in Genesys OnPrem also relevant)
- Hands-on experience integrating WhatsApp Business API with contact center platforms
- Demonstrable 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 (chat, SMS) and digital routing/ACD configuration
- English B2+ and Spanish C1+ language proficiency (fluency in both required)
Nice to Have:
- Experience with Speech and Text Analytics and contactability dashboards
- Knowledge of telephony regulatory frameworks (STIR/SHAKEN, Ley SAC, prefix regulations)
- Official Genesys Cloud certifications (Genesys Cloud Certified Professional)
- Experience with Genesys OnPrem to Genesys Cloud migration projects
- Knowledge of conversational AI/AIOps solutions (ElevenLabs or similar)
- Experience with large-scale contact centers in security, alarms, or subscription services sectors
