Contact Center Solution Integrator

Experience: Not Available to Not Available years

Location: Sao Paulo

Skills: Genesys Cloud, AI Experience, Virtual Agents, Digital Bots, AI Guides, AI Scoring, conversational automation, call flow design, scripting, routing, integrations, APIs, REST, JSON, SOAP, XML, SQL, speech technologies, TTS, ASR, NLP, UX, CX

Overview
At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience. Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available.

Responsibilities
• Lead technical discovery workshops and translate business requirements into scalable solution designs
• Implement, configure, and integrate Genesys Cloud end-to-end, including voice, digital, routing, reporting, and automation components
• Design and deploy Genesys Cloud AI Experience capabilities such as Virtual Agents, Digital Bots, AI Guides, AI Scoring, and conversational automation
• Build conversational journeys for voice and messaging channels using modern CX and automation practices
• Integrate Genesys Cloud with CRMs, backend systems, APIs, web services, and databases




• Support hybrid environments combining legacy/on-prem platforms with CCaaS solutions
• Execute integration testing, UAT support, and production cutovers
• Produce explicit technical and operational documentation

Requirements
• Bachelor’s degree in Computer Science, Engineering, Systems Analysis, or related field
• Strong practical experience implementing Genesys Cloud solutions in customer environments
• Proven experience with call flow design, scripting, routing, and integrations in Genesys Cloud
• Hands-on knowledge of Genesys Cloud AI Experience features such as: Virtual Agent / Digital Bot AI Guides and automation flows AI Scoring and analytics-driven optimization
• Speech, text, and conversational intelligence capabilities
• Experience integrating CX platforms with APIs (REST/JSON, SOAP/XML), CRMs, and databases (SQL)
• Familiarity with speech technologies (TTS, ASR, NLP) and AI ecosystems
• Experience collaborating with UX/CX teams in discovery and design phases
• Strong communication, documentation, and organization skills
• Advanced English

Nice to have
• Experience with Genesys Cloud Workforce Management (WFM)
• Experience with Genesys Cloud Quality Management / Quality Monitoring
• Experience with Genesys Cloud Speech & Text Analytics
• Exposure to broader CX analytics, optimization, or workforce engagement tools

For more information, visit Why Mitel or follow us on LinkedIn here. Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

📌 Contact Center Solution Integrator (Mumbai)
🏢 Mitel
📍 Mumbai