Miratech

Call Center Representative

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement.
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations – Optimization Consultant

Backend Engineer

• Design, develop, and maintain IVR applications based on business and technical requirements
• Integrate IVR solutions with key internal services
• Monitor IVR systems and implement operational improvements to enhance customer experience
• Troubleshoot and resolve issues within the voice contact center and IVR environments
• Collaborate with project managers to ensure the timely and high-quality delivery of solutions
• Work independently while supporting a regional business unit aligned with global objectives
• Participate in forward-looking initiatives to improve call steering and IVR architecture
• Communicate technical concepts clearly to both technical and non-technical stakeholders

Senior Java IVR Developer

Project Manager

• Coordination of project management activities, resources, budget control, equipment, and information
• Develop and maintain project documentation, invoices, plans, and reports
• Maintain project plans, including schedule, project timeline, team plans, etc.
• Meet the target criteria within the project
• Identify and manage risks to ensure delivery is on time
• Lead and motivate the project team, coordinating the project team to keep them on track and keep the project on budget
• Project cost management
• Develop and maintain strong business relationships
• Act as the point of contact and communicate project status to all participants, plan meetings, and keep minutes
• Cooperate and coordinate with other departments and third-party subcontractors, and satisfy the needs of different stakeholders over the project lifecycle

• Join the Bot Development team to work on the implementation of a new bot solution across various cloud platforms.
• Develop a bot using Google Cloud Platform technologies, focusing on integrating the LLM (playbook) feature in Dialogflow CX, in addition to standard Dialogflow CX functionalities.
• Design, develop, and deploy chatbots and voice bots utilizing leading Conversational AI platforms such as Microsoft Bot Framework, Google CCAI, and Dialogflow CX.
• Craft clean, efficient, and maintainable code adhering to industry best practices and standards.
• Develop custom components and tools to optimize the functionality and performance of our chatbot ecosystem.
• Collaborate closely with developers, designers, and other stakeholders to meet project requirements and user expectations.
• Leverage natural language processing (NLP), LLM, and machine learning (ML) techniques, including TTS, STT, and SSML.
• Integrate chatbot systems seamlessly with backend systems, databases, and APIs to facilitate smooth data exchange and interactions.
• Investigate and resolve complex technical issues by analysing logs and debugging code for continuous improvement.
• Stay ahead of the curve by keeping up-to-date with the latest trends and advancements in chatbot development.

DialogFlow Engineer, Python

Architect

• Architect end-to-end AWS-based solutions for Amazon Connect digital contact centers
• Build custom chat widgets and agent desktops using Lambda, API Gateway, and modern front-end frameworks
• Design event-driven, scalable cloud architectures following AWS Well-Architected principles
• Implement GenAI solutions using Amazon Bedrock, SageMaker, and third-party/open-source LLMs
• Integrate conversational intelligence into customer and agent workflows with AI/ML teams
• Configure and manage IAM, VPCs, CloudWatch monitoring, logging, and security controls
• Ensure compliance with enterprise security and governance standards
• Integrate Amazon Connect with third-party CRMs and enterprise systems
• Design streaming APIs, event-handling logic, and reporting APIs
• Lead cross-functional engineering, DevOps, and product teams to deliver complex solutions
• Align architectural strategy with business and customer experience goals

Amazon Connect Architect

• Join the Bot Development team to work on the implementation of a new bot solution across various cloud platforms.
• Your main responsibility will be to develop a bot using Google Cloud Platform technologies, focusing on integrating the LLM (playbook) feature in Dialogflow CX, in addition to standard Dialogflow CX functionalities.
• Design, develop, and deploy chatbots and voice bots utilizing leading Conversational AI platforms such as Microsoft Bot Framework, Google CCAI, and Dialogflow CX.
• Craft clean, efficient, and maintainable code adhering to industry best practices and standards.
• Develop custom components and tools to optimize the functionality and performance of our chatbot ecosystem.
• Collaborate closely with developers, designers, and other stakeholders to meet project requirements and user expectations.
• Leverage natural language processing (NLP), LLM, and machine learning (ML) techniques, including TTS, STT, and SSML, to enable our chatbots to comprehend and respond intelligently to user inputs.
• Integrate chatbot systems seamlessly with backend systems, databases, and APIs to facilitate smooth data exchange and interactions.
• Investigate and resolve complex technical issues by analysing logs and debugging code for continuous improvement.
• Stay ahead of the curve by keeping up-to-date with the latest trends and advancements in chatbot development.

Technical Project Manager

• Own end-to-end delivery of assigned technical projects
• Manage technical projects with defined scope, budget, timeline, and success metrics
• Act as primary point of accountability for project status, risks, blockers, and issue resolution
• Coordinate service orders with internal engineering teams and follow up to closure
• Apply structured project management practices including schedules, status reporting, change control, RAID logs
• Produce accurate project status reports and dashboards
• Deliver updates to engineering leadership and executive stakeholders

Senior Technical Project Manager – Telecom

• Own end-to-end delivery of assigned technical projects, including data center consolidations and site exits, voice network unification, platform decommissioning, and prepaid and one-off billing integration changes.
• Break each project down to the task level with clear owners, dependencies, milestones, and acceptance criteria.
• Coordinate service orders with internal engineering teams and follow up to closure.
• Escalate to carriers and third parties when delivery commitments are at risk.
• Ensure data center staff and field teams are aligned and following established internal processes and procedures.
• Apply structured project management practices – schedules, status reporting, change control, RAID logs.
• Act as the primary point of accountability for project status, risks, blockers, and issue resolution.
• Coordinate across Network Engineering, Operations, IT, Product, and external partners (carriers, colocation providers, HW and SW vendors).
• Work alongside existing project managers focused on voice migration and billing quick-hits.
• Interface with vendors and suppliers to align project execution with the overall consolidation program.
• Coordinate with Finance on project budgets, forecasts, and actuals.
• Maintain sufficient financial literacy to challenge cost items and to validate that claimed savings are genuinely attributable to a given project.
• Track avoided spend and tech-debt avoidance as part of overall program success, in partnership with Finance owners.
• Flag scope or schedule changes that have budget implications before they are committed.
• Identify and mitigate risks associated with network migrations, service continuity, and customer impact.
• Ensure each cutover is supported by runbooks, rollback plans, and readiness checks.
• Maintain documentation suitable for internal audit and compliance review.
• Produce concise, accurate project status reports, dashboards, and action trackers.
• Deliver clear updates to engineering leadership and, when needed, to executive stakeholders.
• Translate technical detail into business relevant updates without losing accuracy.

DevOps Engineer

• Deploy, manage, and maintain AWS infrastructure across development, staging, and production environments
• Work with AWS services including Amazon Connect, Lambda, S3, EventBridge and Data Bridges
• Build and maintain scalable, reusable and secure Infrastructure as Code (IaC) using Terraform Enterprise
• Develop, implement and manage CI/CD pipelines for automated application and infrastructure deployments
• Collaborate with cross-functional teams to ensure highly available, secure and performant cloud solutions
• Monitor, troubleshoot and optimize cloud infrastructure and deployment processes
• Maintain clean, well-documented and reusable infrastructure code aligned with best practices and organizational standards
• Participate in code reviews and contribute to infrastructure design discussions

AWS DevOps Engineer

Senior Technical Project Manager, Telecom

• Own end-to-end delivery of assigned technical projects including data center consolidations and site exits
• Coordinate service orders with internal engineering teams and follow up to closure
• Escalate to carriers and third parties when delivery commitments are at risk
• Apply structured project management practices – schedules, status reporting, change control
• Act as the primary point of accountability for project status, risks, blockers, and issue resolution
• Produce concise, accurate project status reports, dashboards, and action trackers
• Identify and mitigate risks associated with network migrations and service continuity