Senior Genesys Cloud Engineer
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Job Description
Senior Genesys Cloud Engineer enhancing IVR, WhatsApp, and outbound contact-center solutions for Miratech. Supporting global clients through telephony integrations, campaigns, and digital channels.
Responsibilities:
- Design, configure, and deploy IVR flows in Genesys Cloud Architect
- Develop and integrate the WhatsApp Business channel within Genesys Cloud
- Configure and optimize Outbound and Skill Based Dialling campaigns
- Act as a technical reference for Marketing rollout initiatives
- Contribute to Genesys Cloud integration architecture with internal applications using the 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, including manuals, diagrams, and test cases, in English and Spanish
- Define and apply best practices, configuration standards, and test plans
- Collaborate with Genesys, system integrators, and vendors on incident resolution and new platform feature evaluation
- Work with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions
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
- Hands-on experience integrating WhatsApp Business API with contact center platforms
- 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
- Experience with digital channels, including chat and SMS, and digital routing/ACD configuration
- English B2+ proficiency
- Spanish C1+ proficiency
- Experience with Speech and Text Analytics and contactability dashboards is nice to have
- Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is nice to have
- Official Genesys Cloud certifications are nice to have
- Experience with Genesys OnPrem to Genesys Cloud migration projects is nice to have
- Knowledge of conversational AI or AIOps solutions for IVR and voicebots is nice to have
- Experience with large-scale contact centers in security, alarms, or subscription services sectors is nice to have
Benefits:
- Comprehensive compensation and benefits package
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Impactful projects for top global clients
- Inclusive and supportive work environment
- Regular team-building company social events
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