Who we are

Miratech is a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains since Miratech inception in 1989. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

Technology stack on the project: Genesys Framework, Genesys Voice Platform 

Responsibilities: 

• SME Level Expertise, Product level knowledge
• Innovation mindset
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Work with client's SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets
• Work with L2 resources to get the RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Mentor L1 and L2 team for any issues that they need help and guidance
• Identify any potential issues in the platform and propose the fix/solution with the team.
• Monitor the Changes scheduled and look for any potential impact which could be caused.
• Monitor the new Hotfix and Release of Genesys products and recommend the upgrade
• Automation Tools

Genesys Skills Set Required (Good Understanding and Troubleshooting Skills set):

• Genesys Framework: Config Layer, Management Layer, Genesys Administrator, Genesys Administrator Extension
• SIP Based Voice Solution: SIP Server and SIP Proxy, Integration with Nice Recording Solution, Feature Server (Voice Mail and Dial Plan), Cassandra
• Genesys Voice Platform: Resource Manager, Media Server, GVP Reporting
• Routing: Orchestration Server and Universal Routing Server, Rules Engine and GRAT, Stat Server, Cassandra, Elastic Search, Conversation Manager
• Outbound Solution: Campaign Creation, Campaign Monitoring, Calling List Management using Genesys ALL tool
• Genesys Call Back
• Digital Component: Email, Chat, Co-Browser
• Reporting: Pulse, Genesys Info Mart, GI2
• Agent Desktop: WWE, Genesys Softphone
• Nice to have knowledge of Kibana, Black Chair Tool, Nice Recording Solution, IEX WFM Integration, Siebel Integration using Gplus Adapter, Splunk Tool, Dynatrace, Nuance ASR \ TTS, AudioCodes SBC and Hard phones, good understanding of Linux and Windows OS, troubleshooting SIP Logs, SQL Database

We offer

• Strong career opportunities for professionals
• A variety of international projects and mobility across projects
• Professional development support and professional certification opportunities
• Competitive compensation, advanced bonus systems
• Flexible work schedule with a possibility for teleworking
• Corporate, social and cultural events