Company Description

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%.

Job Description

We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely with business stakeholders, product owners, and cross-functional engineering teams to deliver integrated, future-ready customer experience solutions built on the Genesys Cloud CX platform.

Responsibilities:

Lead the end-to-end architecture and design of Genesys Cloud CX solutions
Translate business requirements into scalable, secure, and high-performing technical designs
Define and drive the technical roadmap for contact center and CX platforms
Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
Provide hands-on technical leadership across solution design, development, testing, and deployment phases
Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
Ensure solutions meet security, compliance, and performance requirements
Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Qualifications

7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
Proven experience in designing and delivering large-scale cloud contact center solutions
Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
Hands-on experience with API integrations (REST/SOAP) and microservices architecture
Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
Solid understanding of business processes and their alignment with customer experience technologies
Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

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