Teams 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.