Jobs at Miratech

Own reporting and analytics for a Genesys Cloud CX contact center modernization program. Design and validate dashboards, views, exports, performance analytics, and KPI frameworks covering SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics. Translate operational requirements into scalable reporting solutions, advise stakeholders on data strategy and governance, document configurations, support integrations, and provide knowledge transfer. The role requires independent delivery and strong expertise in enterprise contact center reporting.

Supports the design, administration, monitoring, and operational health of enterprise unified communications platforms. Responsibilities include managing Webex Calling and Contact Center, voice recording, trading turret systems, SIP trunking, telecom providers, E911 services, Microsoft Teams, Splunk monitoring, and call detail records. The role leads incident response and vendor escalations, coordinates with stakeholders, maintains documentation, and supports weekend or off-hours maintenance. Requires extensive UC engineering experience and strong Cisco Webex expertise.

Support and maintain AWS-based contact center environments, focusing on monitoring, observability, troubleshooting, root cause analysis, and system reliability. Develop proactive monitoring capabilities, CloudWatch dashboards, and Splunk-based diagnostics. Collaborate with developers, architects, platform owners, and vendors to enforce logging standards, resolve production incidents, and improve operational performance across Amazon Connect and other CCaaS platforms.

Lead the design and architecture of Genesys Cloud CX solutions, translating business requirements into scalable architectures while guiding engineering teams throughout the development and deployment phases.

Design and lead Genesys Cloud CX contact center architectures, translate business requirements into scalable secure solutions, oversee integrations (CRM, WFM, analytics), ensure performance, compliance, and mentor engineering teams to deliver cloud-based CX platforms.

Lead the architecture and design of cloud-based contact center solutions using Genesys Cloud CX, collaborating with stakeholders and engineering teams to deliver integrated customer experience solutions.

Leads product marketing for technology services and solutions, including portfolio structuring, packaging, pricing, positioning, value propositions, and go-to-market strategies. Develops sales enablement materials, trains sales teams, conducts competitive intelligence, and uses commercial and pipeline data to improve marketing effectiveness. Partners with Sales, Delivery, Product, Alliances, and executive stakeholders to drive pipeline creation, revenue growth, and successful market execution.

Define technical visions and architecture for products, platforms, and enterprise systems. Evaluate emerging technologies, lead proofs of concept, and design scalable cloud-native, distributed, and hybrid solutions. Establish engineering standards, assess technical risks, conduct architecture reviews, and guide modernization initiatives. Collaborate with customers and stakeholders, support engineering teams through complex decisions, mentor technical leaders, and contribute to product roadmaps, DevOps practices, and technology strategy.