Center Cloud certified Tier III

• Lead solution architecture and technical design for Genesys Cloud features (voice, digital, IVR, routing, integrations, and reporting).
• Configure and optimize Genesys Cloud components, including Architect flows, queues, skills, routing, ACD, callbacks, and campaign/contact list features (as applicable).
• Design, build, and maintain integrations using Genesys Cloud APIs (REST), SDKs, webhooks, and event streams (e.g., notifications/WebSocket), including custom middleware when needed.
• Implement SSO and identity integrations (SAML/OIDC), user provisioning, role-based access control, and security best practices.
• Partner with network/telecom teams on SIP/telephony connectivity (e.g., BYOC Cloud/Prem), carrier coordination, numbering, call quality, and troubleshooting.
• Support Workforce Engagement Management capabilities (WFM/QM) where in scope: forecasting/scheduling, recordings, evaluations, and policies.
• Develop and maintain operational runbooks, monitoring/alerting, capacity planning, change management, and incident/problem management processes.
• Drive platform reliability and performance: root-cause analysis, defect remediation, and continuous improvement.
• Collaborate with application teams on CRM and case management integrations (e.g., Salesforce, ServiceNow, Dynamics, or custom systems).
• Enable reporting and analytics by configuring and consuming Genesys Cloud reporting, conversation details, and data extracts; support BI integrations as needed.
• Provide technical leadership, standards, and mentorship to engineers/administrators; review designs and ensure adherence to enterprise architecture.
• Coordinate with vendors/partners and Genesys Support for escalations; manage upgrades, feature releases, and release notes impact assessments.

General Abilities

• 5+ years of contact center engineering experience, including 3+ years hands-on with Genesys Cloud (CX) in production environments.
• Genesys Cloud certifications (current/active) or demonstrable equivalent expertise; ability to attain/maintain certification as required.
• Strong experience designing and implementing solutions using Genesys Cloud APIs, integrations, and automation (REST APIs, OAuth, webhooks/eventing).
• Proven ability to create technical designs, architecture diagrams, and implementation plans for enterprise-scale deployments.
• Experience with contact center telephony concepts: SIP, RTP, SBCs, carrier services, call quality metrics, and troubleshooting.
• Working knowledge of cloud and security fundamentals (identity/SSO, least privilege, audit logging, data protection).
• Experience supporting production systems in an on-call/after-hours rotation; strong incident response and root-cause analysis skills.
• Excellent communication skills and ability to translate business requirements into technical solutions.

Preferred Qualifications

• Experience with Genesys Cloud digital channels (chat, email, messaging), bot/virtual agent integrations, and journey/engagement capabilities.
• Experience with Genesys Cloud WEM (WFM/QM), recording policies, screen recording, evaluation workflows, and compliance requirements.
• CRM integration experience (Salesforce, ServiceNow, Dynamics) including CTI/embedded clients and screen pop strategies.
• Programming/scripting experience (e.g., JavaScript/TypeScript, Python, C#) and familiarity with CI/CD and infrastructure-as-code concepts.
• Experience with monitoring/observability tooling and building operational dashboards.
• ITIL Foundation (or equivalent) and experience working within formal change/incident/problem management processes.

Core Technical Skills

• Genesys Cloud: Architect, Admin, Routing/ACD, Trunks/Telephony, Users/Roles, Analytics/Reporting.
• APIs/Integration: REST, OAuth 2.0, webhooks/event streams, JSON, Postman, API error handling and resiliency patterns.
• Identity & Security: SSO (SAML/OIDC), RBAC, secrets management concepts, audit/compliance awareness.
• Networking/Telephony: SIP, SBC, QoS, firewall basics, troubleshooting with logs and packet-level concepts.
• Operations: monitoring/alerting, incident triage, RCA, documentation/runbooks, change management.

Soft Skills & Leadership

• Strong stakeholder management and consultative approach; comfortable leading technical discussions and workshops.
• Ability to prioritize work across multiple initiatives while maintaining operational stability.
• Clear documentation habits and ability to communicate complex technical topics to non-technical audiences.
• Mentorship mindset and willingness to establish standards, patterns, and reusable components.