Genesys Cloud Consultant

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 a Genesys Cloud Consultant to support Outbound campaigns within the Marketing department, with a particular focus on WhatsApp integration. This is a great opportunity to join at the beginning of a major migration project.

Language Requirement:

This role requires fluency in Spanish

Responsibilities:

• Assist with the migration of the Contact Center from Genesys Engage to Genesys Cloud.
• Support the design and development of Genesys automated services, reporting, and multi-channel solutions.
• Integrate Genesys Cloud with Call Recording, Workforce Management Solutions, and CRM systems from other major software providers.
• Update Genesys system configurations to align with changing business needs and operational requirements.
• Help plan and implement new contact center technology rollouts and system upgrades.
• Ensure a smooth transition of Genesys contact center systems into the production environment.
• Create multi-campaign schemes (Outbound campaigns) for Marketing and integrate with WhatsApp as a digital channel.
• Support the migration of the Contact Center from Genesys Engage to Genesys Cloud.

Qualifications

• 3+ years of hands-on experience in developing, implementing, and supporting Genesys Cloud CX solutions
• Strong practical knowledge of Genesys Cloud CX components, with a focus on digital channels and integrations, particularly:
• WhatsApp integration, including configuration, troubleshooting, and optimization
• Other digital channels: Email, Web Chat, Facebook, Twitter
• Experience with Genesys Cloud CX modules:
• Basic configuration: agents, queues, groups, skills, roles
• Routing strategies for inbound and outbound interactions
• Telephony setup: sites, edges, trunks, outbound routes
• Architect: design of voice and digital flows, bots, Data Tables, Dialogflow integration, and external system connections via Data Actions
• Data Actions: creation and management of web service integrations
• Campaign management: progressive, preview, and power dialing strategies
• Real-time reporting and dashboard usage
• Basic scripting experience
• Spanish language proficiency: Upper-Intermediate or higher

Nice to have:

• Certifications of Genesys Cloud (GCP-CX).
• Experience with Single Sign-On (SSO).
• Integrations with the Embeddable Framework with other CRM: Salesforce, Microsoft Dynamics 365.
• Integration with external reporting tools (PowerBI).
• Knowledge and exploitation of the Genesys API, Process Automation (triggers) and use of Workflows for more complex implementations.
• Experience working in Support.
• Experience working with Agile Methodologies (specifically Scrum).

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.