Senior Genesys Cloud Engineer

About the role

Miratech is seeking a Senior Genesys Cloud Engineer to lead the integration of WhatsApp Business and develop advanced IVR and outbound campaign solutions for high‑volume contact centers. The role requires bilingual fluency in Spanish and English and close collaboration with Marketing, Operations, Development and Platform teams.

Key responsibilities

• Design, configure and deploy IVR flows in Genesys Cloud Architect, including routing logic, authentication and pre‑operator stages.
• Lead the integration of the WhatsApp Business channel, managing templates, digital routing and Business‑Scoped User ID.
• Configure and optimise Skill‑Based Dialling and outbound campaigns, ensuring Fair Use compliance and effective agent‑to‑skill assignment.
• Act as technical reference for Marketing rollout initiatives, handling campaign assignment, predictive dialing and contact list management.
• Contribute to Genesys Cloud integration architecture using Embeddable Framework, EventBridge and APIs.
• Provide functional and technical support for IVR, WhatsApp and outbound incidents, and document designs, flows and test cases in English and Spanish.

Required profile

• 6+ years of hands‑on experience with Genesys Cloud CX in high‑volume contact centers.
• Proven expertise in IVR development, WhatsApp Business API integration and Skill‑Based Dialling.
• Bilingual fluency: English (B2+) and Spanish (C1+).

Required skills

• Genesys Cloud CX and Architect
• Genesys Cloud REST APIs, Data Actions and webhooks
• WhatsApp Business API integration
• IVR flow design and deployment
• Skill‑Based Dialling and outbound campaign management
• Digital channel configuration (chat, SMS)

What we offer

• Culture of Relentless Performance with a 99% project success rate.
• Competitive compensation, health insurance, language courses and relocation support.
• Work‑from‑anywhere flexibility.
• Professional development through certifications, mentorship and internal mobility.
• Opportunity to work on global projects for top‑tier clients.
• Inclusive multicultural environment with regular team‑building events.