We are seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact centre modernization program. The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment. The ideal candidate will be able to operate independently, provide hands-on delivery, and advise client stakeholders on reporting best practices from day one.
Responsibilities
- Act as the reporting subject matter expert for a Genesys Cloud CX deployment within a public sector contact center environment.
- Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics.
- Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics.
- Translate business and operational requirements into accurate, scalable reporting solutions.
- Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices.
- Support data exports, integrations, and cross-platform reporting requirements where applicable.
- Document reporting configurations, design decisions, assumptions, and recommendations throughout the engagement.
- Provide knowledge transfer and guidance to internal and client-side teams as required.
- 7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics.
- Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics.
- Strong understanding of contact centre operations, reporting needs, and KPI measurement.
- Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly.
- Experience working in an advisory or SME capacity on enterprise-scale implementations.
Nice to have:
- Familiarity with Genesys Cloud Workforce Engagement Management (WEM) reporting and workforce analytics
- Experience working within a subcontractor or systems integrator model alongside a prime contractor
- Genesys Cloud certifications (CX Cloud, CX Reporting)
- Security Clearance Level B
- English and French speaking
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 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.