Miratech
Cloud Data Engineer
Responsibilities:
Monitor real-time and historical performance metrics within Genesys Cloud CX (queues, agent activity, service levels, occupancy, etc.).
Analyze trends in call volume, handling time, and customer satisfaction to identify performance gaps.
Create and distribute performance dashboards, reports, and KPIs for management and team leaders.
Collaborate with supervisors and workforce management teams to ensure optimal staffing and adherence to SLAs.
Identify and escalate service disruptions, outages, or process inefficiencies.
Provide actionable insights and recommendations for improving call handling processes and customer experience.
Support new feature rollouts and monitor adoption within operational teams.
Document monitoring procedures and maintain consistency across clients and departments.
Proven experience in contact center performance monitoring or quality assurance, ideally using Genesys Cloud CX analytics and reporting tools.
Strong understanding of contact center KPIs (AHT, SLA, ASA, CSAT, FCR, Occupancy, etc.).
Ability to interpret and visualize performance data using dashboards and reports.
Experience with Genesys Cloud CX dashboards, Insights, and real-time monitoring tools.
Analytical mindset with excellent attention to detail and data accuracy.
Strong communication skills for reporting findings to management and operational teams.
Understanding of workforce management principles and performance optimization strategies.
Familiarity with Excel, Power BI, or similar analytics tools is a plus.
Ability to work in fast-paced, multi-client environments and adapt to dynamic operational needs.
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.
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