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.
- 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.
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.