Genesys Cloud CX Call Team Monitoring Specialist

Miratech; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global IT services and consulting company is seeking a Call Team Monitoring Specialist to monitor and analyze contact center performance using the Genesys Cloud CX platform. This role requires proven experience in performance monitoring and strong communication skills to deliver actionable insights. Join a dynamic team committed to operational excellence and enjoy competitive pay, benefits, and a flexible work culture.

Benefits

Culture of Relentless Performance

Competitive Pay and Benefits

Work From Anywhere Culture

Growth Mindset

Global Impact

Welcoming Multicultural Environment

Social Sustainability Values

Qualifications

• Proven experience in contact center performance monitoring or quality assurance.
• Strong understanding of contact center KPIs.
• Ability to interpret and visualize performance data.
• Experience with Genesys Cloud CX dashboards.
• Analytical mindset with excellent attention to detail.

Responsibilities

• Monitor performance metrics within Genesys Cloud CX.
• Analyze trends in call volume and customer satisfaction.
• Create and distribute performance dashboards for management.
• Identify and elevate service disruptions.
• Support new feature rollouts and monitor adoption.

Skills

Contact center performance monitoring

Genesys Cloud CX analytics

Data analysis and interpretation

Attention to detail

Communication skills

Tools

Excel

Power BI

Job description

Company Description

Who we are

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

The Genesys Cloud CX Call Team Monitoring Specialist will be responsible for monitoring and analyzing the performance of contact center operations across multiple clients within a large enterprise environment. Working within the Genesys Cloud CX platform, this specialist ensures that service quality, responsiveness, and efficiency meet organizational standards. The role combines real-time supervision, data analysis, and proactive improvement recommendations to support operational excellence and customer satisfaction.

Responsibilities

• Monitor real-time and historical performance metrics within Genesys Cloud CX (queues, agent activity, service levels, occupancy, etc.).
• Analyze trends in call volume, handling time, and customer satisfaction to identify performance gaps.
• Create and distribute performance dashboards, reports, and KPIs for management and team leaders.
• Collaborate with supervisors and workforce management teams to ensure optimal staffing and adherence to SLAs.
• Identify and elevate service disruptions, outages, or process inefficiencies.
• Provide actionable insights and recommendations for improving call handling processes and customer experience.
• Support new feature rollouts and monitor adoption within operational teams.
• Document monitoring procedures and maintain consistency across clients and departments.

Qualifications

• Proven experience in contact center performance monitoring or quality assurance, ideally using Genesys Cloud CX analytics and reporting tools.
• Strong understanding of contact center KPIs (AHT, SLA, ASA, CSAT, FCR, Occupancy, etc.).
• Ability to interpret and visualize performance data using dashboards and reports.
• Experience with Genesys Cloud CX dashboards, Insights, and real-time monitoring tools.
• Analytical mindset with excellent attention to detail and data accuracy.
• Strong communication skills for reporting findings to management and operational teams.
• Understanding of workforce management principles and performance optimization strategies.
• Familiarity with Excel, Power BI, or similar analytics tools is a plus.
• Ability to work in fast-paced, multi-client environments and adapt to dynamic operational needs.

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.
• 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 usustainable business practicesfocused 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.