Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech · Toronto, Canada · remote
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 are looking for a Senior Genesys Cloud PS Consultant with Genesys AI experience to support enterprise clients in evaluating, designing, and validating AI-powered contact center solutions built on Genesys Cloud CX.
The role combines business consulting, platform expertise, and hands-on technical validation. The consultant will work closely with business stakeholders, contact center operations, and technical teams to translate business requirements into practical Genesys Cloud AI solutions, assess platform capabilities and limitations, and provide evidence-based recommendations.
Responsibilities
- Leading discovery workshops and gathering, documenting, and prioritizing business requirements with stakeholders and contact center teams.
- Assessing Genesys Cloud AI capabilities against business requirements and identifying platform limitations, configuration options, and integration gaps.
- Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
- Configuring and testing Genesys Cloud features, building prototypes, proof of concepts, and validating the technical feasibility of proposed solutions.
- Evaluating technical architecture and integration options between Genesys Cloud AI, enterprise knowledge repositories, and internal applications.
- Assessing implementation effort, licensing, AI consumption, integration costs, and ongoing operational requirements.
- Preparing solution assessments and recommendations, documenting findings and risks, and presenting outcomes to business and technical stakeholders.
- 7+ years of experience in enterprise technology consulting, solution consulting, or contact center transformation.
- Hands-on experience with Genesys Cloud CX, including platform configuration and solution implementation, such as knowledge bases, Architect, bot flows, or Data Actions.
- Practical experience with Genesys Cloud AI capabilities.
- Understanding of how knowledge quality affects AI outcomes, including knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents.
- Ability to translate business requirements into solution designs and validate recommendations through configuration, testing, or proof of concept.
- Strong analytical, communication, and stakeholder management skills, with the ability to present technical recommendations to business and technical audiences.
- Eligibility to obtain and maintain a Government of Canada security clearance.
Nice to Have
- Experience with AI licensing, consumption models, implementation costs, and total cost of ownership.
- Certification in a recognized knowledge management or service management framework, such as KCS, KMI, or ITIL, or Lean Six Sigma.
- bilingual English/French proficiency.
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.
- 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.