Job Description

We are looking for a Senior Genesys Cloud Specialist to support Telephony Delivery, with a primary focus on two strategic areas: the integration and enhancement of the WhatsApp channel within the contact center platform and the development of new IVR functionalities.
The selected candidate will also contribute to cross-functional business initiatives, particularly in campaign and tooling rollouts for Marketing. Experience with Skill-Based Dialling (SBD) and Outbound Campaign Management in Genesys Cloud will be important for this role
Language Requirements: Fluency in both Spanish and English is required.
Responsibilities
- Designing, configuring, and deploying IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages.
- Leading the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management.
- Configuring and optimizing Outbound and Skill Based Dialling campaigns,



including Fair Use compliance, dialling ratios, and agent-to-skill assignment.
- Acting as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability.
- Contributing to the evolution of Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs.
- Providing functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality.
- Documenting solution designs, flows, and configurations and preparing technical deliverables, including manuals, diagrams, and test cases, in English and Spanish.
- Defining and applying best practices, configuration standards, and test plans for new platform developments.
- Collaborating with Genesys, system integrators, and other vendors on incident resolution and the evaluat

📌 Senior Genesys Cloud Engineer (Buenos Aires)
🏢 Miratech
📍 Buenos Aires