Genesys Cloud CX Reporting SME

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.

Qualifications :

• 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

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time