GIR - Speech Miner Expert

Who we are

Miratech is a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains since Miratech inception in 1989. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

The Genesys Speech Miner Expert would need to have at least 3 to 5 years of experience. This Candidate will design, build, test, and implement new features and functionality for global Interactive Voice Response (IVR) systems.

The Genesys Speech Miner Expert will be responsible for system analysis, creating technical specification documents, developing source code, and release management. Furthermore, this position is responsible for system integrations, maintenance, and support of contact center components including, speech recognition, routing, and real-time and historical reporting.

Requirements:

• General technical understanding (i.e. general knowledge of technical components like DBs, network, firewalls, infrastructure, Cloud, storage, APIs, etc)
• General knowledge of contact center capabilities including general knowledge on how the following pieces work:
  • Call Routing
  • Voice Response
  • Call Recording
  • Speech Analytics
  • Workforce Management
  • Outbound Dialing
  • Digital (SMS, Email, Text)

Specific Genesys Knowledge of one or more applications including

• Genesys Framework (includes all the framework components and pieces)
• Genesys Routing
• Genesys GAAP
• Genesys WDE (desktop)
• Genesys GA and GAX
• Genesys Pulse, ICON, GI 2 (reporting)
• Genesys OCS (Outbound)
• Genesys GIR and Speechminer (Recording)
• Genesys Workforce Management

Experience Requirements.

• 3+ years IVR Administration, development, or support experience.
• Ability to build new routing strategies as well as tune existing strategies in Genesys GIR.
• Experience as Genesys Engineer/Administrator monitoring and supporting Genesys Framework 8.0/8.5.
• Must have a telecommunication background and experience with VOIP/SIP/CTI standards and technologies.
• Experience with GVP reporting, InfoMart, CCPulse.
• Genesys Certification preferred – Framework, Routing, SIP Server, and Genesys Voice Portal.

We offer

• Strong career opportunities for professionals
• A variety of international projects and mobility across projects
• Professional development support and professional certification opportunities
• Competitive compensation, advanced bonus systems
• Flexible work schedule with a possibility for teleworking
• Corporate, social and cultural events