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Lead Principal Genesys Cloud Professional Services Consultant

MiratechBuenos Aires
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

5+ years of hands-on experience in supporting and optimizing extensive, multi-site, complex contact center environments. Proficient in designing, implementing, and supporting Genesys Cloud solutions within enterprise frameworks. Demonstrated expertise in building routing strategies and IVR workflows utilizing Genesys Architect. Experience with CRM integrations (e.g., Salesforce, MS Dynamics) within the Genesys Cloud ecosystem. Robust background in infrastructure planning, solution design, deployment, and lifecycle management to ensure optimal availability and performance. Strong understanding of business workflows and their integration with customer experience technologies. Comprehensive knowledge of SIP infrastructure, including SIP protocols, Session Border Controllers (SBC), and load-balancing strategies. Preferred Qualifications:Familiarity with Genesys Cloud Workforce Management (WFM) to provide expert recommendations and practices for optimizing workforce efficiency.

About the job

Join our dynamic team as a Lead Principal Genesys Cloud Professional Services Consultant and spearhead the development of state-of-the-art, enterprise-level contact center solutions.

In this pivotal role, you'll take charge of designing and implementing sophisticated multi-channel customer experience platforms, drawing on your extensive knowledge of Genesys Cloud and contemporary contact center technologies.

The ideal candidate will showcase exceptional technical leadership, hands-on delivery expertise, and the capability to convert intricate business demands into scalable, high-quality solutions.

Key Responsibilities:

  • Act as the primary technical liaison for clients and internal teams, offering expert guidance on Genesys Cloud solutions.
  • Oversee the design and execution of comprehensive technical solutions, including conducting workshops, gathering requirements, and generating technical design documentation with stakeholder approval.
  • Evaluate complex business and technical challenges to define scalable and effective architectural solutions.
  • Manage and advance the technical architecture of Genesys solutions, integrating new technologies and best practices as necessary.
  • Configure and fine-tune Genesys Cloud environments to meet evolving business and operational demands.
  • Direct the planning and implementation of contact center deployments, migrations, and system upgrades.
  • Serve as the primary point of escalation and coordination for all Genesys-related inquiries, collaborating with both internal teams and external partners.
  • Facilitate production readiness activities and ensure a seamless transition of contact center solutions into operational environments.

About Miratech

Miratech empowers innovators to transform the world. We are a global IT services and consulting firm that merges enterprise and startup innovation. Currently, we facilitate digital transformation for some of the largest enterprises globally. By collaborating with both large and small organizations, we maintain our technology leadership while remaining agile as a global enterprise. Our technology solutions enhance our clients' operational capabilities. Being a values-driven company, our culture of Relentless Performance has led to over 99% of Miratech's engagements achieving success by meeting or exceeding objectives in scope, schedule, and budget since our establishment in 1989. We operate across five continents and in more than 25 countries, employing nearly 1000 full-time professionals, with an annual growth rate exceeding 25%.

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