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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates deep expertise in Genesys Cloud CX architecture and engineering, with a strong focus on Architect flow design, API integrations, and advanced telephony troubleshooting. Proficient in applying SRE principles and automation practices to enhance system reliability and operational efficiency.
Highest-signal resume keywords
Genesys Cloud CX ArchitectureArchitect Flow DesignPlatform API ExpertiseSIP/WebRTC TroubleshootingITIL v4 Process Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Genesys Cloud CXArchitect Flow DesignData Actions IntegrationsPlatform APIOAuth AuthenticationSIP TroubleshootingWebRTC Media IssuesPython ScriptingBash ScriptingDatadog APM
Soft Skills
MentoringTechnical Escalation SupportCollaboration
Tools & Technologies
Genesys CloudDatadogTerraformKEDB
Certifications & Qualifications
ITIL v4 Certification
Industry Keywords
SRE PrinciplesIncident ManagementChange ManagementProblem ManagementCapacity Planning
Tech Stack
Tools & technologiesCloudPythonTerraform
About the role
Key responsibilities & impact- Lead resolution of complex/escalated P1/P2 incidents; own RCA documentation and corrective action plans, correlating Genesys Cloud audit logs, Datadog APM traces, and SIP/media path diagnostics
- Design and review complex Genesys Cloud CX changes, including multi-branch Architect flows, Data Actions integrations, Bot Connector/Digital Bot Flows, and custom API-driven automation
- Own advanced telephony troubleshooting, including SIP trunk failures, WebRTC media issues, Genesys Cloud Edge/media bridge configuration, and carrier-level escalations
- Act as technical escalation point for L2 and provide deep-dive support on Platform API, Notifications API, and OAuth client configuration issues
- Own CAB submission and technical review for Genesys-related RFCs, including risk/impact assessment for Architect flow changes
- Partner with Genesys Care on complex OEM-level defects and platform-level bugs, including log bundle preparation and reproduction
- Support DR/BC testing and validate the Genesys-to-Snowflake ingestion pipeline for data completeness and latency
- Drive configuration-as-code practices using the Genesys Cloud Terraform provider/CLI and contribute to KEDB
- Apply SRE principles by defining and tracking SLIs/SLOs and error budgets, reducing toil through automation and self-healing runbooks
- Build monitoring-as-code and Datadog alerting rules to reduce alert noise and improve MTTD
- Lead blameless postmortems for P1/P2 incidents and drive systemic reliability fixes
- Support capacity planning and load/failover testing ahead of peak volume periods
- Mentor L2 team members on Architect design patterns and API-based diagnostics
Requirements
What you’ll need- 7–10 years total experience in Genesys Cloud CX / Genesys Engage architecture, engineering, or advanced support, including 5+ years in a senior/advanced role
- Deep expertise in Architect flow design, Data Actions/Web Services integrations, Platform API, and OAuth-based API authentication
- Strong telephony fundamentals: SIP, WebRTC, PSTN/carrier trunking, codec and media path troubleshooting
- Strong ITIL v4 process knowledge (incident, change, problem management)
- Experience with Datadog (or equivalent APM/observability) for cross-system RCA
- Working knowledge of SRE practices: SLIs/SLOs, error budgets, on-call rotation ownership, and blameless postmortems
- Scripting/automation proficiency (Python or Bash) for runbook automation and toil reduction