About this opportunity
ZealHire Inc. lists this BOT Dev Engineers opportunity in northern, Kentucky. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.