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Miratech is a global IT services and consulting company supporting digital transformation for enterprise clients across five continents. We are seeking a Senior Genesys Cloud Engineer to join our Telephony Delivery team, focusing on contact center platform integration and enhancement.
In this role, you will design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification, authentication, and pre-operator stages. You will lead the development and integration of the WhatsApp Business channel within Genesys Cloud, managing templates, digital routing, and Business-Scoped User ID (BSUID) management. You will configure and optimize Outbound and Skill-Based Dialling campaigns, ensuring Fair Use compliance, appropriate dialling ratios, and agent-to-skill assignment.
You will act as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability optimization. You will contribute to evolving Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs. You will provide functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality, and document solution designs, flows, and configurations in both English and Spanish.
You will define and apply best practices, configuration standards, and test plans for new platform developments. Collaboration with Genesys, system integrators, and vendors on incident resolution and feature evaluation is essential. You will work closely with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions.
Miratech offers a culture of relentless performance with a 99% project success rate, competitive compensation and benefits including health insurance and language courses, remote work flexibility, professional development opportunities including certifications and mentorship, and a welcoming multicultural environment.
QUALIFICATIONS:
- 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 (Genesys Cloud Certified Professional)
- Experience with Genesys OnPrem to Genesys Cloud migration projects
- Knowledge of conversational AI or AIOps solutions for IVR and voicebots (ElevenLabs or similar)
- Experience with large-scale contact centers in security, alarms, or subscription services sectors
