Miratech is an IT services and outsourcing company that provides services to multinational organizations all over the world. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains. Founded in 1989, Miratech has its headquarters in New York, USA; with R&D centers in Poland, Philippines, Slovakia, Spain, and Ukraine. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

Responsibilities:

• Design telephony architecture and determine future state and process steps for reaching the future state
• Examine and advise on process improvements within various business departments.
• Analyze Contact Center metrics and recommend changes/levers for improvement
• Advise on technical integrations and collaborate with technical peers to design the integration and tasks
• Design integrated scripts to facilitate automated workflows while considering UI design and ease of use
• Consult and advise the organization on the use of tools and innovation capabilities
• Perform in-depth analysis of technical and business issues, sometimes involving high profile, high visibility problem solving
• Mentor and train new Genesys Engineers
• Effectively comprehend and explain Genesys Cloud features
• Build, test, and deploy interaction flows that may include voice or digital channels
• Build, test, and deploy intelligent automation bots
• Effective at overseeing rollouts and collaborating with Project leaders to deliver solutions within company guidelines
• Participate in continuing education
• Build and manage dial plans to maintain telephony connectivity across the organization
• Configure all/any Genesys Cloud solutions
• Participate in on-call support, shifts rotate or are shared with 3rd parties
• Troubleshoot solutions to determine the root cause

• Ability to work independently without supervision and also within teams
• Proficient in following SDLC and project life cycle processes
• Confident in leading cross-functional teams and driving teams toward change
• Comfortable making recommendations and taking ownership of decisions
• Ability to analyze designs to identify weaknesses or potential future risks
• Effective at overseeing rollouts and collaborating with Project leaders to deliver solutions within company guidelines
• Healthcare: Strong personal service skills and ability to identify and act on urgent and potentially life threatening requests ie.. The suicide hotline is down
• Adept at professional writing and conversations
• Strong understanding of contact center technologies and best practices
• 3 years of experience in IP Telephony/VoIP
• Demonstrated working knowledge of VOIP equipment and support, IP protocols, trunking

Required:

• Experience with Genesys of 4+ years and Genesys Cloud experience of 1+ year
• Knowledge of network administration
• Development Skills & Certifications - one or more of the following: Java/JS, HTML, Rest WEB Services, Genesys API’s, SQL Server, Web-services, 3rd party API’s

Preferred:

• Knowledge of Media/Voice gateways
• Bachelor’s degree in Computer Science, Information Technology or related field
• .NET Development or C# Experience
• Knowledge of SQL Stored Procedures
• Genesys Cloud Certification

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, language courses, and a relocation program.
• ForeverRemote work 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.