Senior Genesys Cloud Engineer

Miratech

2d•Remote

About The Position

We are looking for a Senior Genesys Cloud Engineer to design, integrate, support, and optimize contact-center solutions. The role combines advanced platform expertise with customer-focused teamwork and flexible service conditions. This role requires close cooperation with the Spanish team during Spanish business hours, 10:00 AM–6:00 PM Spain time (approximately 5:00 AM–1:00 PM Argentina time). Fluency in both Spanish and English is required.

Requirements

6+ years of experience designing, developing, configuring, and maintaining Genesys Cloud CX solutions.
English B2+ and Spanish C1+ proficiency.
Hands-on experience with Genesys Cloud Architect, including call, messaging, IVR, and bot flows.
Hands-on experience with Genesys Cloud Platform APIs, including REST API integrations, queries, webhooks, and process automation.
Experience with Genesys Cloud Data Actions for integrating external REST/JSON APIs.
Experience configuring Genesys Cloud Outbound Dialing, including Predictive, Progressive, and Preview Campaigns.
Experience with Recording, Quality Management, Analytics, and Reporting, including recording configuration, tagging, quality assurance processes, dashboards, and Analytics APIs.

Nice To Haves

Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with third-party bot platforms such as Google Dialogflow or AWS Lex.
Experience with Workforce Engagement Management (WEM), including schedules, skills, and workforce planning.

Responsibilities

Design, develop, configure, and maintain Genesys Cloud CX solutions, ensuring alignment with technical and customer requirements.
Design and optimize interaction flows in Genesys Cloud Architect, including IVR, ACD, queues, bots, omnichannel interactions, callbacks, and social messaging.
Configure and optimize Genesys Cloud routing, including queues, skills, schedules, and routing rules.
Develop and maintain integrations with external systems using Genesys Cloud Platform APIs, webhooks, and Data Actions for REST/JSON APIs.
Develop and maintain Outbound Dialing configurations, including Predictive, Progressive, and Preview Campaigns, as well as recording and quality management capabilities.
Implement conversational automation using Dialog Engine Bot Flows and third-party bots through Bot Connector; configure Genesys Cloud analytics, dashboards, and reporting solutions.
Provide Level 2/3 technical support for incidents and service requests while collaborating with technical and business teams to deliver effective solutions.