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 seeking a highly skilled Genesys CX Cloud Team Lead to join our team, who will help us work on solutions and implement technologies that will improve user experience.

Responsibilities:

• Be the direct point of technical contact to provide high-quality consultancy for Genesys solutions to customers and the business
• Advanced end-to-end technical design of Genesys CX Cloud delivery projects, including technical workshop delivery, technical requirements capture, authoring, and sign-off handling of technical design specification documentation.
• Perform in-depth analysis combining complex technical and business issues
• Responsible for establishing and owning technical architectures and implementing new technologies.
• Modifies Genesys system configuration based on business requirements and other factors.
• Plans and directs deployment of new contact centre technologies and upgrades.
• Serves as the main point of contact for all Genesys concerns internally and with external vendors.
• Contribute to the Genesys contact centre switchover to the production state

• 5+ years of practical, hands-on experience maintaining large, multi-site, complex contact centre environments
• Experience in developing, implementing, and supporting Genesys CX Cloud solutions
• Proven track records in developing Routing and IVR workflows using the Architect tool of Genesys Cloud
• Experience with Genesys Engage technologies (e.g. IVR and Routing, Call Recordings, eServices, Reporting, Orchestration, WFM, IWD etc.)
• Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
• Understanding of business processes and how they relate to customer experience technology
• Understanding of SIP infrastructure, including SIP protocol, SBC solutions, load balancing, etc.
• Have to overlap with EST- PST timing at least 70-80%

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.