Senior Genesys Cloud CX Migration Expert

We are seeking a Senior Genesys Cloud CX Migration Expert to lead the end-to-end transformation of our contact centre environment. This role is critical to bridging business operations customer experience (CX) strategy and technical platform delivery across complex stakeholder environments.

The ideal candidate understands not only how contact centres operate but how to translate that operational reality into executable migration requirements across platforms such as CCaaS WFM CRM AI and reporting ecosystems. You will be the strategic anchor of our migration program ensuring that technical architecture decisions directly support agent efficiency customer satisfaction and long-term business scalability.

Responsibilities:

• Design develop and execute the end-to-end migration strategy from legacy platforms to Genesys Cloud CX ensuring minimal business disruption and maximum adoption of native capabilities.
• Translate operational workflows and contact centre realities into detailed migration requirements user stories and technical configurations.
• Lead the design and integration of the Genesys Cloud ecosystem with adjacent platforms including CRM (Salesforce Dynamics) WFM AI/Bot frameworks and reporting warehouses.
• Serve as the primary bridge between Contact Centre Operations IT and CX Strategy teams facilitating workshops and managing stakeholder expectations.
• Design and optimize omnichannel routing strategies (voice chat email social) to enhance agent efficiency and customer experience.
• Oversee the migration of historical data and the reconfiguration of reporting dashboards to ensure continuity of insights and performance measurement.
• Define success metrics and implement quality management frameworks to drive continuous improvement post-migration.
• Ensure architectural decisions support long-term scalability security and integration with emerging AI and digital engagement tools.

Qualifications :

• 7 years of experience in contact centre technology with at least 3 years dedicated specifically to Genesys Cloud (PureCloud) architecture implementation and migration.
• Proven track record of leading at least 2 large-scale migrations to Genesys Cloud from legacy on-premise solutions such as Genesys on-prem Cisco or Avaya.
• Deep technical expertise in integrating CCaaS platforms with adjacent ecosystems including CRM platforms (Salesforce Dynamics) WFM tools AI/Bot frameworks and reporting/analytics warehouses via REST APIs and web services.
• Strong operational fluency in contact centre dynamics including agent workflow optimization queue management customer journey mapping and omnichannel routing design.
• Demonstrated ability to act as a strategic bridge between business operations IT and CX leadership translating complex technical concepts into clear business value for diverse stakeholders.
• Genesys Cloud CX certifications (e.g. Architect Integration or Master Architect) are highly preferred.

Additional Information :

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 and a relocation program. 
• Work From Anywhere 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.

Remote Work :

Yes

Employment Type :

Full-time