Technical Innovation Lead (CcaaS / CX)

Company Description

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%.

Job Description

We are seeking a dynamic Innovation Lead to drive the transformation of our healthcare insurance provider's contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud) while ensuring innovation aligns with business objectives. Travel to United States is required for the role, candidate with previous or current US visa would be preferrable.

Responsibilities :

• Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).
• Identify and implement AI / ML-driven solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.
• Own end-to-end execution of cloud migration, including integration, scalability, security (HIPAA / SOC2 compliance), and CI / CD / DevOps automation for seamless transitions.
• Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.
• Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.
• Drive a culture of innovation by staying ahead of CX / CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.
• Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes.

Qualifications

Nice to have :

We offer :

Additional Information

All your information will be kept confidential according to EEO guidelines.

Skills Required

Ml, Test Automation, Ai, Devops, Nlp, Gcp, Amazon Connect, speech analytics, Aws