Miratech
Miratech
Miratech is a global IT services and consulting company working with enterprises on digital transformation. Its services span outsourcing, software development, and professional services, combining the scale of enterprise delivery with the adaptability associated with start-up innovation. Founded in 1989, Miratech operates across B2B consulting and SaaS-related technology work, supporting organizations that need software expertise and technology services.

Senior Genesys Cloud Engineer - India (Remote)

Senior Genesys Cloud Engineer responsible for IVR, WhatsApp, outbound campaigns, and contact-center integrations at Miratech. The role supports global clients through telephony, digital-channel, and platform architecture initiatives.

Description

  • Create, configure, and deploy IVR workflows using Genesys Cloud Architect
  • Build and connect the WhatsApp Business channel within Genesys Cloud
  • Configure and improve outbound and skill-based dialing campaigns
  • Serve as a technical advisor for Marketing rollout initiatives
  • Help shape Genesys Cloud integration architecture with internal applications through the Embeddable Framework, EventBridge, and APIs
  • Deliver functional and technical support for IVR, WhatsApp, and outbound incidents and service requests
  • Maintain documentation for solution designs, workflows, and configurations
  • Produce English- and Spanish-language technical materials, including manuals, diagrams, and test cases
  • Establish and apply configuration standards, testing strategies, and implementation best practices
  • Partner with Genesys, system integrators, and vendors to resolve incidents and assess new platform capabilities
  • Work with Marketing, Operations, Development, and Platform teams to convert business needs into technical solutions

Requirements

  • At least six years of hands-on Genesys Cloud CX experience in high-volume contact-center environments
  • Proven ability to develop and configure IVR workflows with Genesys Cloud Architect
  • Experience working with Composer/ININ in Genesys OnPrem
  • Practical experience connecting the WhatsApp Business API to contact-center platforms
  • Advanced knowledge of skill-based dialing and outbound campaign management in Genesys Cloud, including Fair Use, dialing ratios, DNC lists, and contactability
  • Hands-on knowledge of Genesys Cloud REST APIs, Data Actions, and webhooks
  • Experience with digital channels such as chat and SMS, plus digital routing and ACD configuration
  • English proficiency at B2 level or above
  • Spanish proficiency at C1 level or above
  • Experience with Speech and Text Analytics and contactability dashboards is desirable
  • Knowledge of telephony regulations such as STIR/SHAKEN, Ley SAC, and prefix requirements is desirable
  • Official Genesys Cloud certifications are desirable
  • Experience supporting Genesys OnPrem-to-Genesys Cloud migration projects is desirable
  • Knowledge of conversational AI or AIOps solutions for IVR and voicebots is desirable
  • Experience in large-scale contact centers within security, alarm, or subscription-services industries is desirable

Benefits

  • Comprehensive compensation and benefits package
  • Health insurance coverage
  • Language learning courses
  • Relocation support program
  • Flexible remote work and a Work From Anywhere culture
  • Opportunities for professional growth
  • Certification programs
  • Mentorship and talent-development initiatives
  • Internal career mobility opportunities
  • Internship opportunities
  • Meaningful projects for leading global clients
  • Inclusive and supportive workplace
  • Regular company social and team-building events

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