Audiocare/ Genesys Cloud CX Architect

Role: Audiocare/ Genesys Cloud CX Architect

Location: Remote 4 positions open

Duration: 12 months

This role is for a SME/Tier IV level to design and configure an Audiocare Solution for Genesys Cloud Contact Center (CX). Strong candidates will also have expertise as an AI technical SME for Genesys Cloud architecture and APIs, partner with business and IT stakeholders to deliver new capabilities, and ensure the platform is secure, stable, scalable, and cost-effective.

• Qty: 4 SME/Tier IV level
• Location: Remote, normal business days/hours unless otherwise directed
• Duration: At least 12 months

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.

Required Skills

General Abilities

• Strong stakeholder management and consultative approach
• Comfort in 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
• Excellent communication skills and ability to translate business requirements into technical solutions
• Mentorship mindset and willingness to establish standards, patterns, and reusable components

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)

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)

Desired Skills

• 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 4 Foundation (or equivalent) and experience working within formal change/incident/problem management processes
Thanks Nick Arthur-Nizam 551-272-o1947