Senior Genesys Cloud Engineer
Miratech · Lima
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 five continents and operates in 25 countries worldwide. Miratech retains over 1000 full-time professionals and has achieved sustained shareholder value growth exceeding 25% annually over many years.
Job Description
We are looking for a Senior Genesys Cloud Engineer to design, integrate, support, and optimize contact-center solutions. The role combines advanced platform expertise with customer-focused teamwork and flexible service conditions
Working Hours: 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).
Language Requirements: Fluency in both Spanish and English is required.
Responsibilities
- Design, develop, configure, and maintain Genesys Cloud CX solutions, ensuring alignment 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 to deliver effective solutions.
Qualifications
- 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.
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, language courses, 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.