Genesys Cloud CX Reporting SME - Remote Analytics Leader

Miratech Group; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work

Career development

Job summary

Miratech Group is seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact center modernization program. The role emphasizes reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory within a complex Genesys Cloud CX environment.

The ideal candidate will work independently, deliver hands-on results from day one, and guide client stakeholders on reporting best practices, data strategy, governance, and cross-platform reporting needs.

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.

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 advisory

Tools

Data visualization tools

Job description

Miratech Group is seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact center modernization program. The role emphasizes reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory within a complex Genesys Cloud CX environment.

The ideal candidate will work independently, deliver hands-on results from day one, and guide client stakeholders on reporting best practices, data strategy, governance, and cross-platform reporting needs.