Senior Genesys Ops Support Engineer

Company Description

Who we are

Miratech is a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains since Miratech inception in 1989. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

Job Description

Our client the world's largest healthcare company is undergoing a significant customer experience transformation, with Miratech serving as the trusted partner in this critical initiative. The transformation focuses on modernizing traditional call center systems and processes into a comprehensive omnichannel platform, enhancing interactions for consumers, providers, and agents. Miratech's role involves leading multiple projects across the client's customer experience (CX) estate, including the development and implementation of routing and IVR strategies, middleware BOT development, digital solutions for an omnichannel experience, and the creation and customization of agent desktops to meet various business needs. Additionally, the project includes migrating from legacy systems and providing ongoing contact center production control and operations.

Position Overview:

The Senior Genesys Ops Support Engineer position is a key component of this transformation project, specifically dedicated to providing production support within the Genesys Engage environment. The role involves managing incidents, problems, and changes across a range of Genesys capabilities, including voice, routing, eServices (such as chat, email, and SMS), outbound services, and reporting.You will play a crucial role in ensuring the seamless operation of the Genesys platform while supporting the continuous evolution of features and functions to meet the healthcare company's dynamic business needs.

Responsibilities:

• Providing day-to-day support for incidents, including managing and resolving problems and implementing change management processes.
• Handling high-priority issues (P1/P2) and managing escalations effectively.
• Utilizing expertise in debugging, troubleshooting, and performing root cause analysis (RCA) for issues related to Genesys PureEngage and its associated platforms.
• Troubleshooting SIP signaling and RTP traffic flows, with a focus on analyzing SIP headers.
• Deploying, implementing, upgrading, and configuring Genesys and related platform components.
• Working hands-on in both Linux and Windows environments, with experience managing SQL Server databases.
• Utilizing and monitoring tools such as Splunk, Dynatrace, Genesys ALL tool, and REST APIs (e.g., Postman) to maintain and optimize system performance.
• Identifying and capitalizing on opportunities to enhance system and application performance, including automating manual system tasks.

Qualifications

• 5+ years as an individual contributor with Genesys Pure Engage (premise), specifically within an L3 Support role.
• Strong ability in day-to-day incident support, problem management, and change management, with a focus on handling high-priority issues (P1/P2) and escalations.
• Expertise in debugging, troubleshooting, and performing root cause analysis (RCA) for Genesys Pure Engage and associated platform issues.
• Skilled in troubleshooting SIP signaling and RTP traffic flows, including the analysis of SIP headers.
• Proven experience in deploying, implementing, upgrading, and configuring Genesys components and related platform infrastructure.
• Hands-on experience with both Linux and Windows operating systems, as well as proficiency in SQL Server database management.
• Proficient in using monitoring tools such as Splunk and Dynatrace, along with Genesys-specific tools like Genesys ALL tool and REST API (e.g., Postman).
• Capable of identifying and implementing opportunities for improving system and application performance, including automating manual processes.
• Proficiency in Genesys skills:
  - Genesys SIP cluster (SIP Server, SIP Proxy, Feature Server).
  - Genesys Voice Platform 8.x or higher, Nuance ASR \ TTS.
  - Genesys Routing (URS/ORS, Stat server, GRE and GRAT).
  - Genesys Framework 8.x including GA/GAX.
  - Genesys Multimedia/ eServices (Chat, Email and SMS), Webchat, WebRTC, Genesys Mobile Services.
  - Genesys Outbound Solution (Campaign Creation, Campaign Monitoring, Calling List), Callback and Voicemail.
  - Genesys Agent Applications (WDE(GWS) /WWE with Genesys Softphon.
  - Gplus Adapters, IEX, and WFM integration.
  - Genesys Reporting (Pulse, ICON, Infomart).

Nice to have:

•  Cyara, AudioCodes, Hard Phones, and NICE Call recording.

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, language courses, 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.