Genesys Cloud CX Reporting SME - Dashboards & KPIs

Miratech Group; Kitchener; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work / Work From Anywhere

Job summary

Miratech Group is seeking a seasoned Genesys Cloud CX Reporting SME for a large-scale public sector contact centre modernization program. The role emphasizes reporting, analytics, KPI definition, dashboard configuration, and advisory support to client stakeholders from day one.

The ideal candidate will operate independently, deliver hands-on results, and architect reporting solutions while guiding governance and data strategy across the engagement. Fluency in English and French is a plus.

Qualifications

• 7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics.
• Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics.
• Strong understanding of contact centre operations, reporting needs, and KPI measurement.
• Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly.
• Experience working in an advisory or SME capacity on enterprise-scale implementations.

Responsibilities

• Act as the reporting subject matter expert for a Genesys Cloud CX deployment within a public sector contact center environment.
• Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics.
• Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics.
• Translate business and operational requirements into accurate, scalable reporting solutions.
• Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices.
• Support data exports, integrations, and cross-platform reporting requirements where applicable.
• Document reporting configurations, design decisions, assumptions, and recommendations throughout the engagement.
• Provide knowledge transfer and guidance to internal and client-side teams as required.

Skills

Genesys Cloud CX

Reporting & analytics

KPI definition

Stakeholder engagement

Advisory/ SME

Data governance

Tools

Genesys Cloud CX dashboards

Job description

Miratech Group is seeking a seasoned Genesys Cloud CX Reporting SME for a large-scale public sector contact centre modernization program. The role emphasizes reporting, analytics, KPI definition, dashboard configuration, and advisory support to client stakeholders from day one.

The ideal candidate will operate independently, deliver hands-on results, and architect reporting solutions while guiding governance and data strategy across the engagement. Fluency in English and French is a plus.