Senior Genesys Cloud PS Consultant (Genesys AI Experience)

About the role

Miratech, a global IT services and consulting company, is looking for a Senior Genesys Cloud PS Consultant with Genesys AI experience to support enterprise clients in evaluating, designing and validating AI-powered contact center solutions built on Genesys Cloud CX. The role combines business consulting, platform expertise and hands-on technical validation, working with business stakeholders, contact center operations and technical teams.

Key responsibilities

• Lead discovery workshops and gather, document and prioritize business requirements with stakeholders and contact center teams.
• Assess Genesys Cloud AI capabilities against business requirements, identify platform limitations, configuration options and integration gaps.
• Design AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization and virtual agents.
• Configure and test Genesys Cloud features, build prototypes and proof of concepts, and validate technical feasibility.
• Evaluate technical architecture and integration options between Genesys Cloud AI, enterprise knowledge repositories and internal applications.
• Assess implementation effort, licensing, AI consumption, integration costs and ongoing operational requirements.
• Prepare solution assessments and recommendations, document findings and risks, and present outcomes to business and technical stakeholders.

Required profile

• 7+ years of experience in enterprise technology consulting, solution consulting or contact center transformation.
• Hands-on experience configuring and implementing Genesys Cloud CX, such as knowledge bases, Architect, bot flows or Data Actions.
• Practical experience with Genesys Cloud AI capabilities.
• Understanding of how knowledge quality affects AI outcomes, including knowledge surfacing, semantic search, interaction summarization, agent assistance and virtual agents.
• Ability to turn business requirements into solution designs and validate recommendations through configuration, testing or proof of concept.
• Strong analytical, communication and stakeholder management skills, able to present technical recommendations to business and technical audiences.
• Eligibility to obtain and maintain a Government of Canada security clearance.

Nice to have

• Experience with AI licensing, consumption models, implementation costs and total cost of ownership.
• Certification in a recognized knowledge management or service management framework such as KCS, KMI or ITIL, or Lean Six Sigma.
• Bilingual English/French proficiency.

What we offer

• A comprehensive compensation and benefits package, including health insurance, language courses and a relocation program.
• Professional development opportunities, including certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive work environment with team-building social events.