BOT Dev Engineers

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.

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 (³5) years of contact center engineering experience, including at least three (³3) 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
• 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
• Designing and building middleware/integration layers between SaaS platforms and internal enterprise systems
• Experience translating between REST and SOAP paradigms
• API gateway patterns for legacy system integration

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
• Experience with monitoring/observability tooling and building operational dashboards
• ITIL 4 Foundation (or equivalent) and experience working within formal change/incident/problem management processes

$000,000 – $000,000 Salary range is not shown on the candidate portal