Genesys Cloud CX Reporting SME

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.

Experience working in an advisory or SME capacity on enterprise-scale implementations.

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

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:

Genesys Cloud CX Reporting SME

The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment.

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.

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%.