Senior Genesys Cloud Engineer

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 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 five continents and operates in 25 countries worldwide. Miratech retains over 1000 full-time professionals and has achieved sustained shareholder value growth exceeding 25% annually over many years.

Job Description

We are looking for a Senior Genesys Cloud Specialist to support Telephony Delivery, with a primary focus on two strategic areas: the integration and enhancement of the WhatsApp channel within the contact center platform and the development of new IVR functionalities.

The selected candidate will also contribute to cross-functional business initiatives, particularly in campaign and tooling rollouts for Marketing. Experience with Skill-Based Dialling (SBD) and Outbound Campaign Management in Genesys Cloud will be important for this role

Language Requirements: Fluency in both Spanish and English is required.

Responsibilities

• Designing, configuring, and deploying IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages.
• Leading the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management.
• Configuring and optimizing Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment.
• Acting as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability.
• Contributing to the evolution of Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs.
• Providing functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality.
• Documenting solution designs, flows, and configurations and preparing technical deliverables, including manuals, diagrams, and test cases, in English and Spanish.
• Defining and applying best practices, configuration standards, and test plans for new platform developments.
• Collaborating with Genesys, system integrators, and other vendors on incident resolution and the evaluation of new platform features.
• Working closely with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions.

Qualifications

• 6+ years of hands-on experience with Genesys Cloud CX in high-volume contact center environments.
• Strong experience developing and configuring IVR flows with Genesys Cloud Architect; experience with Composer/ININ in Genesys OnPrem is also relevant.
• Hands-on experience integrating WhatsApp Business API with contact center platforms.
• Demonstrable expertise in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialling ratios, DNC lists, and contactability.
• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks for third-party and internal system integrations.
• Experience with digital channels, including chat and SMS, and digital routing/ACD configuration.
• English B2+ and Spanish C1+ proficiency.

Nice to Have

• Experience with Speech and Text Analytics and contactability dashboards.
• Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, as applied to IVR and Outbound solutions.
• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional.
• Experience with Genesys OnPrem to Genesys Cloud migration projects.
• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms.
• Experience working with large-scale contact centers in the security, alarms, or subscription services sectors.

Additional Information

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, language courses, 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.

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