Senior Genesys Cloud CX Consultant

As a Senior Genesys Cloud CX Consultant at Miratech, your primary responsibilities include designing, implementing, and supporting Genesys Cloud CX solutions. You will conduct discovery sessions to understand client needs and create technical documentation for Genesys-related projects. Additionally, driving migrations from legacy systems to Genesys Cloud and managing configurations like queues and skills will be crucial parts of your role. Your tasks will also involve troubleshooting issues and providing technical expertise throughout the implementation process.

To qualify for the Senior Genesys Cloud CX Consultant role at Miratech, you should have a minimum of 5 years of experience with Genesys Cloud CX, particularly in WEM/WFM and digital channels. A Bachelor’s degree in Telecommunication, Computer Engineering, Computer Science, or a related field is required, along with fluency in English. If you hold certifications such as Genesys Cloud Certified Partner or Professional, that would definitely be a plus!

At Miratech, the work culture emphasizes a 'Culture of Relentless Performance', where we strive for a 99% project success rate. You’ll work in a flexible, remote environment that promotes personal and professional growth opportunities, such as mentorship and certification programs. Emphasizing a welcoming and multicultural workspace, we believe in open communication and regular team-building activities that make collaboration enjoyable.

As a Senior Genesys Cloud CX Consultant at Miratech, you will have numerous avenues for growth. The company invests significantly in professional development, offering certification programs, internship opportunities, and the chance to work on impactful projects for top global clients. With more than 30% annual revenue growth, your efforts will be recognized and rewarded, paving the way for career advancement.

During the interview process for the Senior Genesys Cloud CX Consultant position at Miratech, you can expect a blend of technical assessments and behavioral interviews. We will focus on your experience with Genesys Cloud technologies, problem-solving skills, and how you collaborate with clients. Be prepared to showcase scenarios where you've successfully implemented solutions or navigated challenges. It's as much about your technical fit as it is about how well you align with our values and culture.

When answering this question, provide a detailed overview of your experience with Genesys Cloud CX, highlighting specific projects you’ve worked on. Discuss your familiarity with features like WEM/WFM and any digital channels you have managed. It helps to mention any challenges you faced and how you overcame them, as this demonstrates problem-solving skills to the interviewer.

Share your method for conducting requirement-gathering sessions, such as using structured interviews or discovery workshops. Describe how you ensure that you understand client needs clearly and how you document these to guide your solution design. Emphasize the importance of maintaining clear communication throughout this process.

Prepare to detail a complex implementation project, focusing on your role and the technologies utilized. Discuss the planning, execution phases, and how you led your team to navigate challenges. Highlight the results achieved and how the system improved client operations, showcasing your influence and expertise.

When asked about troubleshooting, discuss your systematic approach to identify and resolve issues in configurations. Explain your experience in analyzing logs, engaging with the client for additional information, and how you prioritize troubleshooting tasks based on severity. Demonstrating a methodical approach helps instill confidence in your abilities.

Discuss the techniques you employ for keeping stakeholders updated, such as regular status meetings or progress reports. Explain how you ensure transparency in communication and how this builds trust. Providing examples of challenges that arose during your projects and how you effectively communicated those will strengthen your response.

Share your strategies for continuous learning, such as attending workshops, webinars, or reading relevant industry publications. Mention any professional organizations or certification programs you're involved with that help you stay current. This illustrates your commitment to professional development and ensuring clients receive the best solutions.

Highlight your experience working with APIs mentioned during your projects. Be specific about the types of integrations you've implemented and the challenges faced. Illustrate how you utilized these integrations to enhance functionality within the Genesys Cloud platform, showcasing your technical skills.

Explain how you approach knowledge transfer, such as creating presentations, documentation, or hands-on workshops. Share examples of when you successfully trained clients or junior team members and how you tailored your approach to the audience's understanding level. Effective communication skills should be highlighted here.

Detail the steps you take from project initiation to execution to ensure compliance. This includes referencing contract specifications, aligning with client expectations, and any documentation processes you follow. Mention any tools you use for tracking and ensuring adherence to these requirements during implementation.

To approach this question, reflect on Miratech’s commitment to innovation and its recognized culture of relentless performance. Discuss how the opportunity to work with a diverse team on global projects aligns with your career aspirations. Emphasize your passion for technology and how your values align with those of Miratech, including their focus on social sustainability.