Senior Technical Architect, Genesys Cloud

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 a Genesys Cloud CX Solution Designer to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem.

You will own end-to-end technical solution design across a large-scale enterprise contact centre platform in a highly regulated environment. Acting as a trusted technical leader, you will partner with program managers, engineering teams, vendors and business stakeholders to create scalable, resilient, secure and future-ready solutions, covering integrations with APIs, internal applications, external platforms, data services, security controls and regulatory requirements.

This role requires practical, hands-on implementation expertise, not simply familiarity with contact centre tools.

Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.

Responsibilities:

• Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
• Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
• Translate business needs into clear, scalable, secure and supportable contact centre designs.
• Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
• Design Genesys Cloud CX solutions and integrations across internal and external applications.
• Define how Genesys Cloud CX APIs are consumed, and how the platform consumes APIs exposed by other enterprise systems.
• Provide architectural direction for integrations involving CRM, analytics platforms, data services and middleware.
• Build security, privacy, risk and regulatory compliance requirements into solution designs.
• Work closely with delivery partners and vendors to oversee implementation and keep it aligned with the approved design.
• Act as a senior design authority, reviewing and influencing technical decisions across programs.
• Maintain traceability between business objectives, requirements, solution components and delivered functionality.
• Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.

Qualifications

• 5+ years of experience in solution design or solution architecture for contact centre technology; hands-on Genesys Cloud CX experience is strongly preferred.
• Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management and agent desktop solutions.
• Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications and external platforms.
• Strong understanding of backend integrations, enterprise dependencies, security and regulatory compliance in complex environments.
• Proven ability to translate business requirements into scalable, resilient, secure and supportable solution designs.
• Ability to take loosely defined business ideas, ask the right questions and guide stakeholders toward an effective technical solution.
• Strong delivery track record, carrying solutions from early design through implementation.
• Highly self-sufficient and mature, comfortable operating in complex enterprise environments.
• Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.

Nice to have:

• Experience designing solutions for large-scale contact centres in banking, financial services, insurance or another highly regulated institution.
• Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chatbots and intent-based routing.
• Experience with Google integrations or other cloud-based AI services in a contact centre environment.

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.