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 value 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 5 continents and operates in 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
Job DescriptionWe are seeking a Senior Genesys Cloud CX Migration Expert to lead the end-to-end transformation of our contact centre environment. This role is critical to bridging business operations, customer experience (CX) strategy, and technical platform delivery across complex stakeholder environments.
The ideal candidate understands not only how contact centres operate, but how to translate that operational reality into executable migration requirements across platforms such as CCaaS, WFM, CRM, AI, and reporting ecosystems. You will be the strategic anchor of our migration program, ensuring that technical architecture decisions directly support agent efficiency, customer satisfaction, and long-term business scalability.
Responsibilities:
- Design, develop, and execute the end-to-end migration strategy from legacy platforms to Genesys Cloud CX, ensuring minimal business disruption and maximum adoption of native capabilities.
- Translate operational workflows and contact centre realities into detailed migration requirements, user stories, and technical configurations.
- Lead the design and integration of the Genesys Cloud ecosystem with adjacent platforms, including CRM (Salesforce, Dynamics), WFM, AI/Bot frameworks, and reporting warehouses.
- Serve as the primary bridge between Contact Centre Operations, IT, and CX Strategy teams, facilitating workshops and managing stakeholder expectations.
- Design and optimize omnichannel routing strategies (voice, chat, email, social) to enhance agent efficiency and customer experience.
- Oversee the migration of historical data and the reconfiguration of reporting dashboards to ensure continuity of insights and performance measurement.
- Define success metrics and implement quality management frameworks to drive continuous improvement post-migration.
- Ensure architectural decisions support long-term scalability, security, and integration with emerging AI and digital engagement tools.
- 7+ years of experience in contact centre technology, with at least 3 years dedicated specifically to Genesys Cloud (PureCloud) architecture, implementation, and migration.
- Proven track record of leading at least 2 large-scale migrations to Genesys Cloud from legacy on-premise solutions such as Genesys on-prem, Cisco, or Avaya.
- Deep technical expertise in integrating CCaaS platforms with adjacent ecosystems, including CRM platforms (Salesforce, Dynamics), WFM tools, AI/Bot frameworks, and reporting/analytics warehouses via REST APIs and web services.
- Strong operational fluency in contact centre dynamics, including agent workflow optimization, queue management, customer journey mapping, and omnichannel routing design.
- Demonstrated ability to act as a strategic bridge between business operations, IT, and CX leadership, translating complex technical concepts into clear business value for diverse stakeholders.
- Genesys Cloud CX certifications (e.g., Architect, Integration, or Master Architect) are highly preferred.
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, 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 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.
