What We Do

Miratech helps visionaries to change the world. We are 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.

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. Our culture of Relentless Performance enables over 99% of Miratech’s engagements to succeed by meeting or exceeding scope, schedule and/or budget objectives since our inception in 1989.

The Cloud Engineer will serve as an engineer on the Customer Care Professional Services team providing both implementation and post-implementation support. This role will closely interact with both Field & Support Engineering aligning strategic objectives to provide “world-class services” while maintaining the highest level of quality.

Apply technical experience in the associated technology field to resolve complex problems. Incorporate advanced technical practices into processes, procedures, and tools associated with service delivery. Assist in determining solutions to complex problems and be recognized as having expertise in a technical area.

Responsibilities: 

• Responsible for design, configuration, implementation, and support of IVR/ACD scripts, specifically a bot flow for Genesys Cloud Solutions
• Customer interfacing, understanding intent of the customer and the experience of the caller
• Must be able to represent the company and its core values
• Responsible for administration and support of Genesys Cloud solutions
• Coordinate and write technical papers, articles, standard operating procedures and best practices
• Perform in-depth analysis combining complex technical and business issues, sometimes Ability to balance both support and project work when applicable; able to meet support/project milestones
• Collaborates with Technical Account Managers, Project Managers & Sales where applicable.
• Support testing effort

• 2+ years experience in Genesys Cloud CX (PureCloud) technology
• Genesys Could CX certification is a plus
• Genesys Dialog Engine/Genesys BOT experience is a must
• Dialogflow Bot experience is a strong plus
• Genesys Architect experience is absolutely necessary
• Knowledge of Media / Voice gateway knowledge is a plus
• Knowledge of SIP Protocol implementation and support Preferred
• Excellent client service attitude and team focus
• Understand best practices for a service organization

Development Skills/certifications that’d be nice to have are:

• Java/Java Script
• HTML
• Rest WEB Services
• Genesys Cloud CX APIs
• Microsoft SQL Server
• Web services, 3rd party APIs

We offer

• Genesys CX and Google certifications
• 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 working schedule with a remote possibility
• Corporate, social and cultural events