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Miratech is seeking a Senior Genesys Cloud Engineer to design, integrate, support, and optimize contact-center solutions. This role combines advanced platform expertise with customer-focused teamwork and offers flexible remote work arrangements.
Key Responsibilities:
- Design, develop, configure, and maintain Genesys Cloud CX solutions aligned with technical and customer requirements
- Design and optimize interaction flows in Genesys Cloud Architect, including IVR, ACD, queues, bots, omnichannel interactions, callbacks, and social messaging
- Configure and optimize Genesys Cloud routing, including queues, skills, schedules, and routing rules
- Develop and maintain integrations with external systems using Genesys Cloud Platform APIs, webhooks, and Data Actions for REST/JSON APIs
- Develop and maintain Outbound Dialing configurations, including Predictive, Progressive, and Preview Campaigns, as well as recording and quality management capabilities
- Implement conversational automation using Dialog Engine Bot Flows and third-party bots through Bot Connector
- Configure Genesys Cloud analytics, dashboards, and reporting solutions
- Provide Level 2/3 technical support for incidents and service requests while collaborating with technical and business teams
About Miratech:
Miratech is a global IT services and consulting company supporting digital transformation for major enterprises. Founded in 1989, the company operates across five continents in 25 countries with over 1,000 full-time professionals. Known for a culture of Relentless Performance, Miratech has achieved a 99% project success rate and sustained shareholder value growth exceeding 25% annually.
Working Conditions:
This role requires close cooperation with the Spanish team during Spanish business hours (10:00 AM–6:00 PM Spain time, approximately 5:00 AM–1:00 PM Argentina time). Fluency in both Spanish and English is required.
Requirements:
- 6+ years of experience designing, developing, configuring, and maintaining Genesys Cloud CX solutions
- English B2+ and Spanish C1+ proficiency
- Hands-on experience with Genesys Cloud Architect, including call, messaging, IVR, and bot flows
- Hands-on experience with Genesys Cloud Platform APIs, including REST API integrations, queries, webhooks, and process automation
- Experience with Genesys Cloud Data Actions for integrating external REST/JSON APIs
- Experience configuring Genesys Cloud Outbound Dialing, including Predictive, Progressive, and Preview Campaigns
- Experience with Recording, Quality Management, Analytics, and Reporting, including recording configuration, tagging, quality assurance processes, dashboards, and Analytics APIs
Nice to Have:
- Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with third-party bot platforms such as Google Dialogflow or AWS Lex
- Experience with Workforce Engagement Management (WEM), including schedules, skills, and workforce planning
