Senior Genesys Cloud Architect: IVR & WhatsApp - Bilingual

Miratech; Santiago; Remote; CLP 68,226,000 - 107,212,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work culture

Certification programs

Mentorship and internal mobility

Global client exposure

Job summary

Miratech seeks a Senior Genesys Cloud Specialist to support Telephony Delivery, emphasizing WhatsApp integration within the contact center and new IVR functionality. You will work across Marketing campaigns and tooling rollouts, leveraging SBD and outbound management in Genesys Cloud.

Fluency in both Spanish and English is required as you collaborate with global teams and ensure robust integrations with internal systems and external vendors.

Qualifications

• 6+ years of hands-on Genesys Cloud CX in high-volume contact centers.
• Experience designing IVR flows with Genesys Cloud Architect; OnPrem experience relevant.
• Hands-on experience integrating WhatsApp Business API with contact centers.
• Expertise in Skill Based Dialling (SBD) and outbound campaign management.
• REST APIs, Data Actions, and webhooks for integrations.
• Experience with digital channels (chat, SMS) and routing/ACD configuration.
• Proficient English (B2+) and Spanish (C1+).

Responsibilities

• Design, configure, and deploy IVR flows and routing in Genesys Cloud Architect.
• Lead WhatsApp Business integration with Genesys Cloud, including templates and BSUID.
• Configure outbound campaigns with Fair Use, dialing ratios, and agent skills.
• Support Marketing rollout efforts: campaigns, contact lists, and contactability.
• Evolve Genesys Cloud integration architecture using Embeddable Framework, EventBridge, and APIs.
• Provide technical support for IVR, WhatsApp, and outbound incidents.
• Document designs, flows, and tests in English and Spanish; create manuals and diagrams.
• Apply best practices, standards, and test plans for new platform developments.
• Collaborate with Genesys, SI partners, and vendors on incidents and features.
• Translate business requirements into technical solutions with cross-team collaboration.

Skills

Genesys Cloud CX

IVR design

WhatsApp integration

SBD / Outbound campaigns

REST APIs / Webhooks

Data Actions

Digital channels (chat, SMS)

English (B2+) / Spanish (C1+)

Tools

Genesys Cloud Architect

Composer/ININ (On-Prem)

Job description

Miratech seeks a Senior Genesys Cloud Specialist to support Telephony Delivery, emphasizing WhatsApp integration within the contact center and new IVR functionality. You will work across Marketing campaigns and tooling rollouts, leveraging SBD and outbound management in Genesys Cloud.

Fluency in both Spanish and English is required as you collaborate with global teams and ensure robust integrations with internal systems and external vendors.