Software Engineer with Audiocare and Genesys Cloud CX

• Demonstrate architectural design and configuration subject matter expertise with Audiocare solution for Genesys Cloud CC (CX).

• 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 (e.g., 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.

AWS Platform Expertise

• AWS Solutions Architect-level knowledge (Associate minimum; Professional preferred)

• Core compute/storage: EC2, Lambda, S3, ECS/EKS (if containerized workloads are in scope)

• Networking: VPC design, Transit Gateway, Direct Connect, Site-to-Site VPN, security groups/NACLs, Route 53

• Streaming/data services: Kinesis Data Streams, Kinesis Firehose (for call/event data pipelines from Genesys)

• API Gateway (REST and/or WebSocket APIs), including throttling, usage plans, and request/response transformation

• IAM policy design (roles, resource-based policies, cross-account access) directly relevant given the deny-policy issue you hit

• Experience supporting production systems in an on-call/after-hours rotation

• Strong incident response and root-cause analysis skills

• Proven ability to create technical designs, architecture diagrams, and implementation plans for enterprise-scale deployments

Specific 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 and 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

• At least five (5) years of contact center engineering experience, including at least three (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)

Experience with contact center telephony concepts (e.g., SIP, RTP, SBCs, carrier services, call quality metrics, troubleshooting)

Working knowledge of cloud and security fundamentals (identity/SSO, least privilege, audit logging, data protection), * Certificate management: ACM (AWS Certificate Manager), mutual TLS (mTLS) configuration for API Gateway and Lambda, private CA if applicable

• CloudWatch, CloudTrail, X-Ray for observability/troubleshooting distributed integrations

• Infrastructure as Code: CloudFormation or Terraform (Terraform is increasingly the industry default for multi-account AWS environments)

Programming/Development

• Python (strong) - Lambda functions, data transformation, API clients/servers

• JavaScript/Node.js - Lambda functions, potentially frontend/widget integrations custom UI components

• RESTful API design and consumption (OpenAPI/Swagger spec experience a plus)

• SOAP/XML integration experience - WSDL interpretation, XML parsing/transformation

• Experience with API authentication patterns: OAuth 2.0, API keys, mTLS client certificates

Integration & Architecture Experience

• Designing and building middleware/integration layers between SaaS platforms and internal enterprise systems

• Event-driven architecture patterns, queues, event buses - SQS/SNS/EventBridge experience relevant)

• Experience translating between REST and SOAP paradigms

• API gateway patterns for legacy system integration

• Data transformation/mapping between disparate schemas (contact center data models vs. internal system data models)