Description

Introduction:

Genesys Cloud provides a rich ecosystem for developers and integrators to build custom applications, extend platform functionality, and integrate with external systems. This course introduces participants to Genesys Cloud APIs, SDKs, Webhooks, and integration frameworks, enabling them to create automated workflows, connect with CRMs, and develop applications that enhance agent productivity and customer experience. Learners will gain hands-on knowledge to design, deploy, and maintain integrations that maximize the value of Genesys Cloud deployments.

Prerequisites:

• Basic understanding of contact center operations and Genesys Cloud platform

• Familiarity with programming concepts, REST APIs, and JSON

• Knowledge of web technologies (JavaScript, Python, or Java) is helpful

• Awareness of CRM, WFM, or analytics integrations is advantageous

Table of Contents:

1. Introduction to Genesys Cloud for Developers

1.1 Overview of developer tools and integration options
1.2 Understanding APIs, SDKs, and Webhooks
1.3 Benefits of custom development and integrations

2. Setting Up the Development Environment

2.1 Installing and configuring SDKs (JavaScript, Python, Java)
2.2 Setting up authentication and OAuth 2.0
2.3 Sample projects and API client setup

3. Working with REST APIs

3.1 Accessing Genesys Cloud data via APIs
3.2 Performing CRUD operations on users, queues, and interactions
3.3 Handling pagination, filters, and rate limits

4. Event Streams and Webhooks

4.1 Subscribing to real-time events
4.2 Configuring Webhooks for notifications and triggers
4.3 Processing and securing event data

5. Custom Application Development

5.1 Designing applications for agent and supervisor workflows
5.2 Extending Architect flows using APIs
5.3 Integrating with external systems such as CRMs and databases

6. AppFoundry and Third-Party Integrations

6.1 Leveraging pre-built applications from AppFoundry
6.2 Configuring and managing third-party integrations
6.3 Best practices for secure and scalable integration

7. Monitoring and Troubleshooting Integrations

7.1 Tracking API usage and performance
7.2 Debugging errors and managing retries
7.3 Logging and monitoring integration activities

8. Security and Compliance

8.1 Implementing secure authentication and authorization
8.2 Protecting sensitive data in integrations
8.3 Ensuring GDPR, HIPAA, and PCI compliance

9. Best Practices for Developers and Integrators

9.1 Designing scalable, maintainable applications
9.2 Ensuring reliability and performance in integrations
9.3 Continuous improvement and documentation

10. Hands-On Exercises (Optional)

10.1 Building a sample API integration with CRM
10.2 Creating a custom dashboard using Webhooks and Event Streams
10.3 Extending Architect flows with a custom application

This course equips developers and integrators with the skills to create, deploy, and maintain custom applications and integrations in Genesys Cloud. Learners will be able to enhance platform functionality, automate workflows, and deliver seamless customer and agent experiences while ensuring security, scalability, and compliance.