Audiocare Solution Design & Configuration SME

Role Summary
This position requires a Subject Matter Expert (SME) at Tier IV level to design, configure, and maintain an Audiocare solution within the Genesys Cloud Contact Center (CX) environment. The role involves providing technical leadership for platform architecture, integrations, and performance optimization, ensuring the solution is secure, scalable, and aligned with enterprise standards. The successful candidate will collaborate across teams to deliver robust contact center capabilities and support continuous improvement initiatives.

Responsibilities

• Lead the design, configuration, and optimization of Genesys Cloud platform features, including voice, digital, IVR, routing, and reporting functions.
• Coordinate with vendors, support teams, and internal stakeholders to manage escalations, platform upgrades, and feature releases.
• Provide technical guidance, standards, and mentorship to engineering and administrative staff, ensuring architectural adherence and quality.
• Enable reporting and analytics by configuring Genesys Cloud reports, extracting data, and supporting business intelligence integrations.
• Collaborate with application teams on CRM and case management platform integrations such as Salesforce, ServiceNow, or Dynamics.
• Drive platform reliability through root cause analysis, defect remediation, and continuous service improvement.
• Develop and maintain operational procedures including runbooks, monitoring, alerting, capacity planning, and incident management.
• Support Workforce Engagement Management features, including forecasting, scheduling, recordings, evaluations, and policies.
• Partner with network/telecom teams for SIP/telephony connectivity, carrier coordination, and troubleshooting.
• Design and implement security measures such as SSO integrations, role-based access control, and identity management using SAML and OIDC protocols.
• Build integrations utilizing Genesys Cloud APIs, SDKs, webhooks, and event streams, including the development of custom middleware.
• Configure core Genesys Cloud components like Architect flows, queues, skills, and campaign features to optimize contact routing and agent workflows.
• Lead solution architecture initiatives, providing subject matter expertise for Genesys Cloud features and Audiocare configuration.

Qualifications

• Extensive experience with Genesys Cloud Contact Center platform architecture, configuration, and integrations.
• Proven expertise in API development, RESTful and SOAP web services, and middleware design.
• Strong knowledge of cloud infrastructure, particularly AWS services such as CloudFormation, Lambda, Kinesis, CloudWatch, and networking components.
• Minimum of AWS Solutions Architect–level certification (Associate or Professional preferred).
• Proficiency in programming languages including JavaScript/Node.js and Python, with experience developing Lambda functions and custom integrations.
• Experience with Infrastructure as Code tools like Terraform or CloudFormation.
• Familiarity with networking concepts like VPC, Transit Gateway, Direct Connect, and security configurations including ACM and mTLS.
• Ability to interpret and transform data schemas, manage event-driven architectures, and implement scalable middleware solutions.
• Strong communication and collaboration skills, capable of working with cross-functional teams to deliver complex solutions.
• In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Publishing Pay Range: $60.00 - $70.00 USD hourly

This is a fully remote role and can be performed from an approved location.