Principal Genesys Cloud PS Consultant

Responsibilities

Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions.

Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off.

Analyze complex business and technical challenges to define scalable and effective solution architectures.

Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate.

Configure and optimize Genesys Cloud environments to align with changing business and operational needs.

Lead the planning and execution of contact center deployments, migrations, and system upgrades.

Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors.

Support production readiness activities and ensure smooth transition of contact center solutions into live environments.

Requirements

5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments.

Experience in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings.

Proven expertise in building routing strategies and IVR workflows using Genesys Architect.

Experience with CRM integration (e.g., Salesforce, MS Dynamics) with the Genesys Cloud environment.

Strong background in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance.

Solid understanding of business processes and their alignment with customer experience technologies.

Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing approaches.

Preferred Qualifications

Knowledge of Genesys Cloud Workforce Management (WFM): provide expert guidance and best practices to optimize workforce management processes within the Genesys Cloud environment.

Genesys Cloud Training: conduct training sessions for various roles, including supervisors, administrators, users, and architects, to enhance their understanding and effective use of Genesys Cloud features.

Experience with CX Cloud from Genesys and Salesforce.

Benefits

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.

About the Company

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.