Miratech is hiring a Senior CCaaS Design Lead

We are seeking an experienced CCaaS Senior Design Lead (Genesys CX Cloud) to lead the design and architecture of a large-scale contact center transformation. The platform has been selected through an RFP process, with implementation led by a system integrator; however, this role sits within the client’s internal team, working directly with business and IT leadership to define and own the design strategy. This is a high-impact, enterprise-level role focused on the design phase of a program migrating approximately 7,000+ users from a legacy on-premises environment to a modern Genesys cloud platform. The organization is moving away from a long-standing managed service model and aims to build internal ownership and capability. As the design authority, you will define the future-state contact center across customer journeys, platform architecture, and enterprise integrations, while enabling internal teams to become self-sufficient and take long-term ownership. Qualifications - 10+ years of experience in contact center / CCaaS architecture and design - Strong expertise in Genesys (Engage and/or Genesys CX Cloud) - Proven experience delivering large-scale contact center transformations - Deep knowledge of IVR, routing strategies, omnichannel CX (voice, chat, email, messaging), and conversational AI - Strong experience with enterprise integrations including CRM platforms (Salesforce, Dynamics), APIs, and cloud ecosystems - Experience working in complex multi-vendor environments (client, SI, platform providers) - Strong stakeholder management skills with ability to engage senior leadership (CIO, CX, IT heads) - Excellent communication, architecture governance, and problem-solving skills - Solid understanding of cloud architecture, security, and enterprise IT landscapes Responsibilities - Lead the end-to-end architecture and design of the Genesys CX Cloud solution across voice and digital channels, including IVR, conversational AI, routing, orchestration, WFM, QM, and analytics - Translate business requirements into scalable, secure, and high-performing target-state design solutions aligned to enterprise architecture and cloud strategy - Lead customer journey and omnichannel experience design, including automation, self-service, and personalization strategies - Define and drive integration architecture across CRM, core enterprise platforms, identity systems, and data ecosystems using API-first principles - Act as the primary design authority, governing and reviewing solution designs across vendors and ensuring alignment to standards - Establish and enforce design principles, governance frameworks, and collaborate with enterprise architecture, security, and cloud teams - Partner with stakeholders to align business and technology objectives, mentor internal teams to build capability, and support transition from design to delivery and long-term ownership