Principal Genesys Cloud CX Consultant

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%. 

We are looking for an experienced Principal Genesys Cloud Consultant to lead the design, implementation, and support of cloud contact center solutions for our clients. This role involves working directly with stakeholders to deliver scalable, integrated solutions tailored to client needs. The ideal candidate combines deep Genesys platform expertise with strong communication and problem-solving skills.

Responsibilities: 

• Lead the design, configuration, and deployment of cloud-based contact center solutions
• Develop and maintain Architect flows, IVRs, call routing, and system integrations
• Conduct discovery sessions and translate business needs into technical designs
• Oversee migrations from legacy platforms to Genesys Cloud
• Troubleshoot complex technical issues and optimize system performance
• Deliver technical documentation and knowledge transfer sessions
• Collaborate with stakeholders and lead project status communications

• 5+ years of experience with Genesys Cloud, including WEM/WFM and digital channels
• Proficient in Architect flows, IVR scripting, call routing (DTMF/speech), and SIP/VoIP fundamentals
• Skilled in leveraging APIs for application development, including integration of high-level APIs into enterprise systems
• Hands-on experience with Amazon Web Services (AWS)
• Strong documentation skills: callflows, API specs, deployment plans
• Excellent stakeholder communication and technical leadership abilities
• Bachelor's degree in Computer Engineering, Telecom, or related field
• Fluent in English (written and spoken)
• Able to work independently in a client-facing role

Nice to have: 

• Genesys Cloud certifications (Partner/Professional/Developer)
• Experience with Azure, GCP, or other cloud platforms

We offer: 

• The Chance to Make an Impact: grow alongside some of the tech industry’s premier talent, with a 99% project success rate delivering for some of the world’s biggest brands. Collaborate on projects that really matter, shaping the future of global industries for some of the biggest names in business. 
• A Work From Anywhere Culture: make the most of the flexibility that comes with fully remote work, within a close-knit, values-driven community.  
• Diversity and Empowerment: thrive in an inclusive and supportive multicultural environment, where differences are celebrated as a key driver of creativity and innovation. Our international culture of diversity gives everyone the chance to make a real difference – in their own way. 
• 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.  
• A Better Way of Working: join a company that puts sustainability at the heart of everything it does. Our community is active on a range of sustainability issues, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality and inclusion.   

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.