Senior CCaaS Design Lead

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%.

We are seeking an experienced CCaaS Senior Design Lead (Genesys CX Cloud) to lead the design and architecture of a large-scale contact center transformation. The platform has been selected through an RFP process, with implementation led by a system integrator; however, this role sits within the client’s internal team, working directly with business and IT leadership to define and own the design strategy.
This is a high-impact, enterprise-level role focused on the design phase of a program migrating approximately 7,000+ users from a legacy on-premises environment to a modern Genesys cloud platform. The organization is moving away from a long-standing managed service model and aims to build internal ownership and capability.
As the design authority, you will define the future-state contact center across customer journeys, platform architecture, and enterprise integrations, while enabling internal teams to become self-sufficient and take long-term ownership.

• 10+ years of experience in contact center / CCaaS architecture and design
• Strong expertise in Genesys (Engage and/or Genesys CX Cloud)
• Proven experience delivering large-scale contact center transformations
• Deep knowledge of IVR, routing strategies, omnichannel CX (voice, chat, email, messaging), and conversational AI
• Strong experience with enterprise integrations including CRM platforms (Salesforce, Dynamics), APIs, and cloud ecosystems
• Experience working in complex multi-vendor environments (client, SI, platform providers)
• Strong stakeholder management skills with ability to engage senior leadership (CIO, CX, IT heads)
• Excellent communication, architecture governance, and problem-solving skills
• Solid understanding of cloud architecture, security, and enterprise IT landscapes

Responsibilities

• Lead the end-to-end architecture and design of the Genesys CX Cloud solution across voice and digital channels, including IVR, conversational AI, routing, orchestration, WFM, QM, and analytics
• Translate business requirements into scalable, secure, and high-performing target-state design solutions aligned to enterprise architecture and cloud strategy
• Lead customer journey and omnichannel experience design, including automation, self-service, and personalization strategies
• Define and drive integration architecture across CRM, core enterprise platforms, identity systems, and data ecosystems using API-first principles
• Act as the primary design authority, governing and reviewing solution designs across vendors and ensuring alignment to standards
• Establish and enforce design principles, governance frameworks, and collaborate with enterprise architecture, security, and cloud teams
• Partner with stakeholders to align business and technology objectives, mentor internal teams to build capability, and support transition from design to delivery and long-term ownership

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.