Genesys Cloud CX Reporting SME

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-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. We are seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact centre modernization program. The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment. The ideal candidate will be able to operate independently, provide hands-on delivery, and advise client stakeholders on reporting best practices from day one. Responsibilities Act as the reporting subject matter expert for a Genesys Cloud CX deployment within a public sector contact center environment. Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics. Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics. Translate business and operational requirements into accurate, scalable reporting solutions. Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices. Support data exports, integrations, and cross-platform reporting requirements where