Sr Genesys Cloud architect

Hi,

Job Title:  Sr Genesys Cloud architect

Work Location: remote

Duration:  12 months +

General Technical Skills:-

•            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)

Key Responsibilities :-

•            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

•            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)

Thank You,

Rick P