Principal Genesys Cloud PS Consultant

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. 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. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a Principal Genesys Cloud Professional Services Consultant to join our team and drive the delivery of innovative, enterprise-grade contact center solutions.

In this role, you will lead the design and implementation of advanced multi-channel customer experience platforms, leveraging deep expertise in Genesys Cloud and modern contact center technologies.

The ideal candidate combines strong technical leadership, hands-on delivery experience, and the ability to translate complex business requirements into scalable, high-quality solutions.

Responsibilities:

• Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions.
• Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off.
• Analyze complex business and technical challenges to define scalable and effective solution architectures.
• Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate.
• Configure and optimize Genesys Cloud environments to align with changing business and operational needs.
• Lead the planning and execution of contact center deployments, migrations, and system upgrades.
• Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors.
• Support production readiness activities and ensure smooth transition of contact center solutions into live environments.

Qualifications

• 5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments.
• Experience in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings.
• Proven expertise in building routing strategies and IVR workflows using Genesys Architect
• Experience with CRM integration (e.g., Salesforce, MS Dynamics) with the Genesys Cloud environment
• Strong background in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance.
• Solid understanding of business processes and their alignment with customer experience technologies.
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBC), and load balancing approaches.

Nice to Have

• Knowledge of Genesys Cloud Workforce Management (WFM): provide expert guidance and best practices to optimize workforce management processes within the Genesys Cloud environment.
• Genesys Cloud Training: conduct training sessions for various roles, including supervisors, administrators, users, and architects, to enhance their understanding and effective use of Genesys Cloud features

Additional Information

We offer:

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• 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