Job Details

Job Title- Audiocare Solution Design & Configuration SME for Genesys Cloud Contact Center

Project Location Remote

Clearance: pass background check, drug screening, and Public Trust clearance.

Position Summary: 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, partners with business and IT stakeholders to deliver new capabilities, and ensures the platform is secure, stable, scalable, and cost-effective.

Key Responsibilities

• 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: 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 Qualifications

• 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.