The world's largest Healthcare company is going through a Customer Experience transformation and Miratech is the trusted partner in this journey.
Transformation of traditional call center systems and processes to an omnichannel for our consumers, providers, and agents. The project's capabilities are a constant evolution of features and functions to support business needs. Client’s customer-focused contact center solutions offer solutions to enhance and execute a seamless conversation between consumers and advocates.
We are doing myriad projects across the spectrum of client's CX estate, including the development and implementation of routing/IVR strategies across various lines of business, BOT development/middleware, digital development for omnichannel experience, agent desktop creation and customization for various line of business demands, support the business architecture team, migrations off legacy systems, Digital expansion as well as contact center production control and operations.
We are looking for a Senior Genesys Engineer to join our team who will be working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions.
Responsibilities:
- Lead the design, development, and implementation of Genesys routing projects on the Genesys Engage Platform.
- Write and review secure, high-quality production code while troubleshooting and debugging as needed.
- Participate in all phases of project life cycles, including planning, implementation, testing, and deployment.
- Collaborate with team members to share knowledge, generate ideas, and identify opportunities for innovation.
- Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies.
- Provide regular updates on project status and ensure clear, effective communication with stakeholders.
- Create and maintain technical documentation to ensure continuity and clarity.
- Analyze Genesys logs for troubleshooting and resolving technical issues.
- 7+ years of development experience with the Genesys Suite, specializing in Genesys Framework (Genesys CTI, Genesys SIP, Genesys Composer, ORS, Genesys OCS, Genesys Workspace, Genesys Eservices).
- Expertise in designing and developing routing applications for voice and multi-channel platforms using Composer/IRD and SCXML.
- Proficiency with tools like CCpulse, GAX (Genesys Administrator Extension), and GA (Genesys Administrator).
- Skilled in developing routing workflows using Composer and debugging solutions using Genesys Orchestration Server, Genesys Rules Engine, and URS.
- Hands-on experience with Genesys installation, configuration, and development, including Genesys Voice SCXML Call Flow, GA, OPM, and GRAT development.
- Database knowledge, particularly in SQL and Cassandra, is advantageous.
- Experience with SDLC processes and CICD tools like Jenkins and GitHub.
- Hands-on routing development experience in Genesys Contact Center Solutions (Voice, IVR, Multi-channel).
- Experience with configuration management tools.
- Familiarity with troubleshooting and supporting Genesys/Cisco frameworks, reporting, routing, and multi-channel components.
- Ability to architect routing designs and provide development support for customers.
- Excellent communication and interpersonal skills to collaborate effectively within a team and with clients.
- Ability to work on-call to provide support as needed.
Nice to have:
- Knowledge of Splunk for monitoring and troubleshooting.
- VXML experience
We offer:
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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.
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Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
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Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
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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.
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Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
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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.
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Social Sustainability Values: join our sustainable business practices focused 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.
