Miratech is an IT services and outsourcing company that provides services to multinational organizations all over the world. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication, and technology domains. Founded in 1989, Miratech has its headquarters in New York, USA; with R&D centers in Poland, Philippines, Slovakia, Spain, and Ukraine. 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, and to be a part of the international relentless team which helps the visionaries to change the world.

We are looking for a Genesys Production Control Engineer to join our team. 

Responsibilities:

• L3 support for the routing and desktop escalated incidents to resolution
• Monitor the environment closely (alerts and dashboards) and action accordingly
• Join P1/P2/high P3 war rooms and resolve issues
• Work with dev teams/PO/Vendor for resolutions and RCA
• Review all the Genesys changes for the day and attend CAB meetings for approvals
• Prepare weekly service reports
• Attend FDOBs for the changes gone live
• Support the migration activities

• 5+ years of experience in Genesys Pure Engage (premise) from L2/L3 Support background with knowledge of SIP Flow (troubleshooting of SIP Signaling and RTP traffic flows including SIP Headers)
• Expertise in debugging/ troubleshooting issues 
• Identifies opportunities to improve system and application performance, including automating manual system tasks
• Experience in deploying/ implementing/ upgrading and configuring Genesys Components
• Troubleshooting of SIP Signaling and RTP traffic flows including SIP Headers 
• Hands-on experience in Linux and Windows environments
• Experience with monitoring tools like Splunk, Dynatrace, and REST API (like Postman)

Required Skills Set:

• Genesys Voice Platform 8.x or higher 
• Genesys Routing (URS, ORS, GRE, GRAT)
• Genesys Framework 8.x including GA/GAX
• Genesys Multimedia/ eServices (Chat, Email & SMS), Webchat, WebRTC, Genesys Mobile Services (GMS)
• Genesys Outbound dialer, Callback, and Voicemail
• Genesys Agent Applications (WDE(GWS) /WWE, Web RTC, and Gplus Adapters)
• Genesys SIP Server, SIP Proxy, Feature Server
• Genesys Reporting (Pulse, ICON, Infomart, PowerBI)

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. 
• ForeverRemote work culture: make the most of the flexibility that comes with remote work.
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• 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.