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 Technical Support/Prod Control Engineer to join our team.

Responsibilities:

• Provide day-to-day incident management
• Support for high-priority issues P1/P2 and escalations
• Communication and outage management
• Work with 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 a process to proactive alert and fix issues
• L1 and L2 team for any issues that they need help and guidance
• Review and management (monitor the changes scheduled and look for any potential impact which could be caused)
• Monitoring and alerting design and development (Splunk/Big Data)

• Functional and Troubleshooting skills under (Genesys SIP, ORS, WWE (GWS), Digital (Callback, Chat, Email, SMS)
• 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
  • 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
  • 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

• 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.