Genesys Cloud Architect
Miratech · Toronto
Company Description
- 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%.
Job Description
We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely with business stakeholders, product owners, and cross-functional engineering teams to deliver integrated, future-ready customer experience solutions built on the Genesys Cloud CX platform.
Responsibilities:
- Lead the end-to-end architecture and design of Genesys Cloud CX solutions
- Translate business requirements into scalable, secure, and high-performing technical designs
- Define and drive the technical roadmap for contact center and CX platforms
- Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
- Provide hands-on technical leadership across solution design, development, testing, and deployment phases
- Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
- Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
- Ensure solutions meet security, compliance, and performance requirements
- Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation
Qualifications
- 7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
- Proven experience in designing and delivering large-scale cloud contact center solutions
- Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
- Hands-on experience with API integrations (REST/SOAP) and microservices architecture
- Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
- Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring 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 (SBCs), and load balancing approaches
Additional Information
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- 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.
* 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.