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Miratech

Senior Genesys Cloud Engineer

Miratech

. Design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages .

Posted 10/6/2026full-timeRemote • ColombiaSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates extensive experience in designing and deploying IVR flows and integrating digital channels within Genesys Cloud, with a strong focus on compliance and campaign management. Proficient in both English and Spanish, capable of translating business requirements into effective technical solutions.

Highest-signal resume keywords
Genesys Cloud CXIVR Flow DevelopmentWhatsApp Business API IntegrationSkill Based Dialling ManagementGenesys Cloud REST APIs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
IVR Flow DevelopmentOutbound Campaign ManagementSkill Based DiallingGenesys Cloud REST APIsData ActionsWebhooksDigital RoutingContact List ManagementSpeech and Text AnalyticsConversational AI
Tools & Technologies
Genesys Cloud ArchitectComposer/ININEventBridgeEmbeddable FrameworkContactability Dashboards
Certifications & Qualifications
Genesys Cloud Certified Professional
Industry Keywords
High-Volume Contact CenterTelephony Regulatory FrameworksSTIR/SHAKENLey SACPrefix RegulationsSecurity SectorAlarms SectorSubscription Services Sector

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages
  • Lead development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management
  • Configure and optimize Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment
  • Act as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability
  • Contribute to Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs
  • Provide functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality
  • Document solution designs, flows, and configurations and prepare technical deliverables, including manuals, diagrams, and test cases, in English and Spanish
  • Define and apply best practices, configuration standards, and test plans for new platform developments
  • Collaborate with Genesys, system integrators, and other vendors on incident resolution and evaluation of new platform features
  • Work with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions

Requirements

What you’ll need
  • 6+ years of hands-on experience with Genesys Cloud CX in high-volume contact center environments
  • Strong experience developing and configuring IVR flows with Genesys Cloud Architect
  • Experience with Composer/ININ in Genesys OnPrem is relevant
  • Hands-on experience integrating WhatsApp Business API with contact center platforms
  • Demonstrable expertise in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialling ratios, DNC lists, and contactability
  • Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks for third-party and internal system integrations
  • Experience with digital channels, including chat and SMS, and digital routing/ACD configuration
  • Fluency in Spanish and English
  • English B2+ proficiency
  • Spanish C1+ proficiency
  • Experience with Speech and Text Analytics and contactability dashboards is nice to have
  • Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is nice to have
  • Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional, are nice to have
  • Experience with Genesys OnPrem to Genesys Cloud migration projects is nice to have
  • Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is nice to have
  • Experience working with large-scale contact centers in the security, alarms, or subscription services sectors is nice to have

Benefits

Comp & perks
  • Comprehensive compensation and benefits package
  • Health insurance
  • Language courses
  • Relocation program
  • Remote work flexibility / Work From Anywhere Culture
  • Professional development opportunities
  • Certification programs
  • Mentorship and talent investment programs
  • Internal mobility opportunities
  • Internship opportunities
  • Opportunity to collaborate on impactful projects for top global clients
  • Inclusive and supportive work environment with open communication
  • Regular team-building company social events
  • Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality