Genesys Cloud CX 报告专家
Genesys Cloud CX Reporting SME
我们正在寻找一位Genesys Cloud CX报告专家，以支持大规模的公共部门客服中心现代化项目。该职位将专注于报告、分析、KPI定义、仪表盘配置以及在复杂的Genesys Cloud CX环境中为相关方提供咨询服务。理想的候选人能够独立工作，提供实际交付能力，并从第一天起就向客户相关方提供报告最佳实践建议。
职责
- 在公共部门客服中心环境中，作为Genesys Cloud CX部署的报告专家。
- 设计、配置和验证Genesys Cloud CX仪表盘、视图、报告输出和性能分析。
- 定义与运营需求一致的KPI框架，包括SLA、AHT、FCR、归因、CSAT、队列性能和代理指标。
- 将业务和运营需求转化为准确且可扩展的报告解决方案。
- 为相关方提供报告架构、数据策略、治理和Genesys Cloud CX最佳实践方面的建议。
- 在适用的情况下，支持数据导出、集成和跨平台报告需求。
- 在整个项目期间记录报告配置、设计决策、假设和建议。
- 按需为内部和客户团队提供知识转移和指导。
- 7年以上Genesys Cloud CX经验，重点在报告和分析方面。
- 具有Genesys Cloud原生报告的实际经验，包括仪表盘、视图、数据导出和性能分析。
- 对客服中心运营、报告需求和KPI测量有深入理解。
- 能够直接与相关方互动，收集需求，并清晰解释报告建议。
- 在企业级实施中担任顾问或专家的经验。
加分项：
- 熟悉Genesys Cloud Workforce Engagement Management（WEM）报告和人员分析
- 在分包商或系统集成商模式下与主承包商合作的经验
- Genesys Cloud认证（CX Cloud、CX Reporting）
- B级安全许可
- 英语和法语口语能力
我们提供：
- 无止境绩效文化：加入一个技术开发团队，该项目成功率高达99%，年收入增长超过30%。
- 竞争性薪酬和福利：享受全面的薪酬和福利包
查看英文原文
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 applicable.
- Document reporting configurations, design decisions, assumptions, and recommendations throughout the engagement.
- Provide knowledge transfer and guidance to internal and client-side teams as required.
- 7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics.
- Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics.
- Strong understanding of contact centre operations, reporting needs, and KPI measurement.
- Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly.
- Experience working in an advisory or SME capacity on enterprise-scale implementations.
Nice to have:
- Familiarity with Genesys Cloud Workforce Engagement Management (WEM) reporting and workforce analytics
- Experience working within a subcontractor or systems integrator model alongside a prime contractor
- Genesys Cloud certifications (CX Cloud, CX Reporting)
- Security Clearance Level B
- English and French speaking
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.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
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%.
Originally posted on Himalayas