Senior Genesys Cloud Engineer

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 Specialist to support Telephony Delivery, with a primary focus on two strategic areas: the integration and enhancement of the WhatsApp channel within the contact center platform and the development of new IVR functionalities.

The selected candidate will also contribute to cross-functional business initiatives, particularly in campaign and tooling rollouts for Marketing. Experience with Skill-Based Dialling (SBD) and Outbound Campaign Management in Genesys Cloud will be important for this role

Language Requirements: Fluency in both Spanish and English is required.

Responsibilities

• Designing, configuring, and deploying IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages.
• Leading the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management.
• Configuring and optimizing Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment.
• Acting as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability.
• Contributing to the evolution of Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs.
• Providing functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality.
• Documenting solution designs, flows, and configurations and preparing technical deliverables, including manuals, diagrams, and test cases, in English and Spanish.
• Defining and applying best practices, configuration standards, and test plans for new platform developments.
• Collaborating with Genesys, system integrators, and other vendors on incident resolution and the evaluation of new platform features.
• Working closely with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions.

Qualifications

• 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 is also relevant.
• Hands-on experience integrating WhatsApp Business API with contact center platforms.
• Demonstrable 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 for third-party and internal system integrations.
• Experience with digital channels, including chat and SMS, and digital routing/ACD configuration.
• English B2+ and Spanish C1+ proficiency.

Nice to Have

• Experience with Speech and Text Analytics and contactability dashboards.
• Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, as applied to IVR and Outbound solutions.
• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional.
• Experience with Genesys OnPrem to Genesys Cloud migration projects.
• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms.
• Experience working with large-scale contact centers in the security, alarms, or subscription services sectors.

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-ove