Who we are
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 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
The Senior Genesys CX WFM Engineer will play a key role in a large Genesys Cloud CX environment, supporting multiple clients and business units within a large enterprise. This role is fully focused on Workforce Management (WFM) and requires strong hands-on expertise with Genesys Cloud WFM, contact center operations, and workforce optimization.
The specialist will work closely with contact center operations, workforce planning teams, and technical stakeholders to configure, optimize, and support WFM processes in Genesys Cloud CX.
Responsibilities:
- Configure, maintain, and optimize Genesys Cloud WFM functionality, including forecasting, capacity planning, scheduling, staffing groups, shrinkage, and intraday management.
- Build and adjust forecasts based on historical data, seasonality, business changes, and new queues or channels.
- Create, publish, and optimize agent schedules, managing constraints, preferences, and labor rules.
- Monitor intraday performance, adherence, and service levels; recommend and implement corrective actions.
- Support workforce planning for new business, peak periods, campaigns, and operational changes.
- Ensure accurate WFM data, configuration consistency, and alignment with contact center operations.
- Support WFM-related testing, releases, and production changes within Genesys Cloud CX.
- Collaborate with Operations, Platform, and Engineering teams to align WFM configuration with routing, queues, and channel strategies.
- Provide expertise on Genesys Cloud WFM best practices, platform capabilities, and continuous improvement opportunities.
- 5+ years of experience with WFM (Workforce Management), preferably in enterprise or multi-client environments.
- Strong hands-on experience with Genesys Cloud WFM (forecasting, scheduling, intraday management, adherence).
- Solid understanding of contact center KPIs and workforce metrics (service level, ASA, occupancy, shrinkage, adherence).
- Experience supporting multiple queues, channels (voice, chat, messaging), and complex operating models.
- Ability to work independently and manage multiple priorities across global teams.
- Strong analytical and problem-solving skills with a practical, operations-focused mindset.
- Genesys Cloud WFM certification(s) are a strong advantage.
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.
