Senior Technical Architect, Genesys Cloud

- Full-time

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-drivenorganizationand our culture of Relentless Performance has enabled over 99% ofMiratech'sengagements to succeed by meeting or exceeding our scope, schedule, and/or budgetobjectivessince ourinceptionin 1989.
Miratech has coverage across 5 continents andoperatesin over 25 countries around the world. Miratech retainsnearly 1000full-time professionals, and our annual growth rate exceeds 25%.

We are looking for a Genesys Cloud CX Solution Designer to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem.

You will own end-to-end technical solution design across a large-scale enterprise contact centre platform in a highly regulated environment. Acting as a trusted technical leader, you will partner with program managers, engineering teams, vendors and business stakeholders to create scalable, resilient, secure and future-ready solutions, covering integrations with APIs, internal applications, external platforms, data services, security controls and regulatory requirements.

This role requires practical, hands-on implementation expertise, not simply familiarity with contact centre tools.

Working Model:

This is a hybrid role requiring 2 days per week in a downtown Toronto office.





Responsibilities:

- Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
- Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
- Translate business needs into clear, scalable, secure and supportable contact centre designs.
- Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
- Design Genesys Cloud CX solutions and integrations across internal and external applications.
- Define how Genesys Cloud CX APIs are consumed, and how the platform consumes APIs exposed by other enterprise systems.
- Provide architectural direction for integrations involving CRM, analytics platforms, data services and middleware.
- Build security, privacy, risk and regulatory compliance requirements into solution designs.
- Work closely with delivery partners and vendors to oversee implementation and keep it aligned with the approved design.
- Act as a senior design authority, reviewing and influencing technical decisions across programs.
- Maintain traceability between business objectives, requirements, solution components and delivered functionality.
- Produce clear,



well-structured solution design documentation and present recommendations to technical and non-technical audiences.

Requirements:

- 5+ years of experience in solution design or solution architecture for contact centre technology; hands-on Genesys Cloud CX experience is strongly preferred.
- Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management and agent desktop solutions.
- Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications and external platforms.
- Strong understanding of backend integrations, enterprise dependencies, security and regulatory compliance in complex environments.
- Proven ability to translate business requirements into scalable, resilient, secure and supportable solution designs.
- Ability to take loosely defined business ideas, ask the right questions and guide stakeholders toward an effective technical solution.
- Solid delivery track record, carrying solutions from early design through implementation.
- Highly self-sufficient and mature, comfortable operating in complex enterprise environments.
- Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.

Nice to have:

- Experience designing solutions for large-scale contact centres in banking, financial services, insurance or another highly regulated institution.
- Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chat

📌 Senior Technical Architect, Genesys Cloud (Toronto)
🏢 Miratech Group
📍 Toronto