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Miratech, a global IT services and consulting company with 25+ years of experience, is seeking a Senior Genesys Cloud Engineer to support their Telephony Delivery team. This role focuses on two strategic areas: integrating and enhancing the WhatsApp channel within the contact center platform and developing new IVR functionalities. You will also contribute to cross-functional business initiatives, particularly in campaign and tooling rollouts for Marketing.
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 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 technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability
- Contribute to evolution of Genesys Cloud integration architecture with internal applications 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 new platform developments
- Collaborate with Genesys, system integrators, and vendors on incident resolution and feature evaluation
- Work closely with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions
The company offers a culture of relentless performance (99% project success rate), competitive compensation with health insurance and language courses, remote work flexibility, professional development opportunities including certifications and mentorship, and a multicultural, inclusive work environment.
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 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+ proficiency (fluency in both languages 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 (e.g., Genesys Cloud Certified Professional)
- Experience with Genesys OnPrem to Genesys Cloud migration projects
- Knowledge of conversational AI or AIOps solutions for IVR and voicebots (e.g., ElevenLabs)
- Experience with large-scale contact centers in security, alarms, or subscription services sectors
