Senior Genesys Cloud CX Business Analyst

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%.

The Senior Genesys Cloud CX Business Analyst will play a key role in a large Genesys Cloud CX environment, serving multiple clients and business units within a large enterprise. This is a technically-oriented role requiring a deep understanding of Genesys Architect and Genesys Cloud CX. The specialist will act as both business analyst and solution architect, bridging the gap between business needs and technical implementation. The ideal candidate can communicate fluently with business stakeholders and technical teams - speaking the same language on both sides.

Responsibilities:

• Conduct workshops and interviews with business users and stakeholders to gather and clarify requirements.
• Translate business objectives into clear, actionable, and technically feasible specifications.
• Design or review call flows and routing logic in Genesys Cloud CX, ensuring alignment with business needs.
• Prepare functional, system, and process documentation that is understandable to both business and technical teams.
• Support solution design, validation, and user acceptance testing.
• Collaborate with Functional Analysts, Software Engineers, and Change Managers to ensure cohesive end-to-end delivery.
• Provide guidance on Genesys Cloud CX best practices, platform capabilities, and feature optimization.

• Proven 5+ years of experience as a Business Analyst or Solution Architect in enterprise contact center environments.
• Strong technical knowledge of Genesys Cloud CX platform (flows, routing, integrations).
• Ability to translate business needs into technical designs and vice versa.
• Excellent analytical, communication, and documentation skills.
• Understanding of contact center KPIs, customer journey mapping, and CX optimization.
• Experience in agile environments and stakeholder management across business and IT teams.
• Ability to manage multiple priorities and work across global teams.

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.