Senior Genesys Cloud CX Functional Analyst

Miratech; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A global IT services and consulting company is seeking a Senior Genesys Cloud CX Functional Analyst to design and optimize customer interaction solutions. Candidates should have extensive knowledge of Genesys Cloud and experience as a Functional Analyst. This position offers competitive pay and a culture of relentless performance, supporting professional growth and flexibility for remote work.

Benefits

Comprehensive compensation package

Health insurance

Flexible remote work

Professional development opportunities

Inclusive work environment

Qualifications

• Deep knowledge of Genesys Cloud CX is required.
• Ability to interpret business requirements into functional and technical designs.
• Experience in enterprise environments with multiple clients.

Responsibilities

• Analyze business requirements translating them into specifications.
• Design customer interaction flows including call routing and queues.
• Document functional specifications and configuration steps.

Skills

Genesys Cloud administration

Genesys Architect

Call routing

IVR logic

API-level integrations

Excellent communication

Documentation skills

Agile methodologies

Education

5+ years as a Functional Analyst or Implementation Specialist

Job description

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

The Senior Genesys Cloud CX Functional Analyst will play a key role in designing, configuring, and optimizing customer interaction solutions within a large, multi-client enterprise environment. This is a hands‑on functional and partially technical role that requires deep knowledge of Genesys Cloud CX, including Путуыны Architect, routing, IVR, and integrations. The person in this role will act as a bridge between business requirements and system implementation, ensuring the designed solutions are both functionally sound and technically achievable.

Responsibilities

• Analyze and translate business requirements into detailed functional and configuration specifications for Genesys Cloud CX.
• Design end‑to‑end customer interaction flows in Genesys Architect, including call routing, IVR logic, queues, and digital channels.
• Configure and test Cloud CX features such as user roles, routing logic, queues, wrap‑up codes, and reporting views.
• Participate in system demos, testing, and user acceptance phases to validate that the implemented solution meets all requirements.
• Provide subject matter expertise (SME) on Genesys Cloud CX capabilities, limitations, and best practices.
• Document functional specifications, configuration steps, and release notes for operational and training purposes.
• Support post‑deployment troubleshooting and enhancements in collaboration with technical teams.

Qualifications

• 5+ years of experience as a Functional Analyst or Implementation Specialist with Genesysplatform.
• Strong practical knowledge of Genesys Architect, call flows, routing, IVR, digital interactions, and workspaces.
• Hands‑on experience with Genesys Cloud administration, configuration, and routing logic setup.
• Understanding of API‑level integrations and interaction with external CRMs or data sources.
• Ability to interpret business requirements and translate them into functional and technical designs.
• Excellent communication and documentation skills, with the ability to work effectively with business and technical stakeholders.
• Experience working in enterprise environments with multiple clients or business units.
• Familiarity with Agile or hybrid project delivery models.

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 oursustainable 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.