Managing Genesys Cloud Outbound Campaign Contact Lists via Outbound Campaign APIs with Python SDK

What You Will Build

A production-grade Python module that creates, validates, and uploads contact lists to Genesys Cloud Outbound Campaigns with atomic chunked uploads, DNC cross-referencing, retry logic, webhook synchronization, and audit logging. The implementation uses the Genesys Cloud Python SDK (genesys-cloud-sdk-python) for token management and requests for precise payload control over the Outbound Campaign APIs. The programming language is Python 3.9+.

Prerequisites

• OAuth2 Client Credentials flow with scopes: outbound:contactlist:write, outbound:contactlist:read, outbound:campaign:write, outbound:campaign:read, outbound:webhook:write, user:read
• genesys-cloud-sdk-python v10.0.0+
• Python 3.9+
• pip install requests tenacity pandas
• Genesys Cloud environment with Outbound Campaign entitlements enabled

Authentication Setup

Genesys Cloud uses OAuth2 client credentials for machine-to-machine integrations. The SDK handles token caching and automatic refresh, but you must initialize the client correctly before issuing API calls.

import os
import time
import logging
import json
from typing import Dict, List, Optional, Tuple
from pathlib import Path

import requests
import tenacity
from genesyscloud.platform_client_v2 import PlatformClient
from genesyscloud.auth_client_v2 import AuthClient

logging.basicConfig(level=logging.INFO, format="%(asctime)s [%(levelname)s] %(message)s")
logger = logging.getLogger(__name__)

class GenesysAuth:
    """Handles OAuth2 client credentials flow with automatic token refresh."""
    def __init__(self, client_id: str, client_secret: str, base_url: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.base_url = base_url.rstrip("/")
        self.token: Optional[str] = None
        self.token_expiry: float = 0.0

        # Initialize SDK client for token management
        self.platform_client = PlatformClient()
        self.platform_client.set_base_url(self.base_url)
        self.auth_client = AuthClient(
            self.client_id,
            self.client_secret,
            self.platform_client
        )

    def get_token(self) -> str:
        """Returns a valid Bearer token, refreshing if expired."""
        if time.time() >= self.token_expiry - 300:
            try:
                response = self.auth_client.get_token(
                    grant_type="client_credentials",
                    scope="outbound:contactlist:write outbound:contactlist:read outbound:campaign:write outbound:webhook:write user:read"
                )
                self.token = response.access_token
                self.token_expiry = time.time() + response.expires_in
                logger.info("OAuth token refreshed successfully.")
            except Exception as e:
                logger.error(f"Failed to refresh OAuth token: {e}")
                raise
        return self.token

    def get_headers(self, content_type: str = "application/json") -> Dict[str, str]:
        """Returns headers with Bearer token and content type."""
        return {
            "Authorization": f"Bearer {self.get_token()}",
            "Content-Type": content_type,
            "Accept": "application/json"
        }

Implementation

Step 1: Contact List Creation & Schema Validation

Before uploading contacts, you must create a contact list definition that matches your campaign engine constraints. Genesys Cloud enforces a maximum record size of 100 million per list and requires explicit field mappings. The payload must include a deduplication matrix and an upload directive.

def create_contact_list(auth: GenesysAuth, campaign_id: str, list_name: str) -> Dict:
    """
    Creates a contact list bound to a specific campaign.
    Scope required: outbound:contactlist:write
    """
    endpoint = f"{auth.base_url}/api/v2/outbound/contactlists"
    payload = {
        "campaignId": campaign_id,
        "name": list_name,
        "description": f"Automated contact list for campaign {campaign_id}",
        "fieldMapping": {
            "id": "contact_id",
            "phone": "phone_number",
            "email": "email_address",
            "firstName": "first_name",
            "lastName": "last_name"
        },
        "deduplicationMatrix": {
            "primaryKey": "phone",
            "secondaryKey": "email",
            "matchMode": "EXACT"
        },
        "uploadDirective": {
            "allowDuplicates": False,
            "skipInvalidRecords": True,
            "maxRecordsPerChunk": 50000
        }
    }

    response = requests.post(endpoint, headers=auth.get_headers(), json=payload)
    
    if response.status_code == 201:
        logger.info(f"Contact list created: {response.json()['id']}")
        return response.json()
    elif response.status_code == 409:
        logger.warning("Contact list already exists. Returning existing list ID.")
        return {"id": response.json().get("id", ""), "error": "CONFLICT"}
    else:
        logger.error(f"Failed to create contact list: {response.status_code} {response.text}")
        raise requests.HTTPError(response.text)

Step 2: CSV Field Mapping & DNC Cross-Referencing

Data quality scoring and regulatory compliance verification must occur before any POST operation. This step parses the CSV, maps fields to the Genesys schema, cross-references against a Do Not Call list, and calculates a quality score. Records scoring below the threshold are rejected atomically.

def validate_and_score_contacts(csv_path: str, dnc_list: List[str], min_score: float = 0.8) -> Tuple[List[Dict], Dict]:
    """
    Validates CSV records against schema, cross-references DNC, and scores quality.
    Returns validated records and audit metrics.
    """
    import csv
    
    validated_records = []
    audit_metrics = {
        "total_processed": 0,
        "dnc_rejected": 0,
        "format_rejected": 0,
        "quality_score_avg": 0.0,
        "records_passed": 0
    }
    
    dnc_set = set(phone.strip() for phone in dnc_list)
    
    with open(csv_path, "r", encoding="utf-8") as f:
        reader = csv.DictReader(f)
        for row in reader:
            audit_metrics["total_processed"] += 1
            phone = row.get("phone_number", "").strip()
            email = row.get("email_address", "").strip()
            
            # DNC Cross-Reference
            if phone in dnc_set:
                audit_metrics["dnc_rejected"] += 1
                continue
                
            # Format Verification
            phone_valid = len(phone) >= 10 and phone.replace("+", "").replace("-", "").isdigit()
            email_valid = "@" in email and "." in email.split("@")[-1]
            
            if not phone_valid or not email_valid:
                audit_metrics["format_rejected"] += 1
                continue
                
            # Data Quality Scoring
            score = 0.0
            if phone_valid: score += 0.4
            if email_valid: score += 0.3
            if row.get("first_name") and row.get("last_name"): score += 0.3
            
            if score >= min_score:
                validated_records.append({
                    "contact_id": f"EXT_{audit_metrics['total_processed']}",
                    "phone": phone,
                    "email": email,
                    "first_name": row.get("first_name", ""),
                    "last_name": row.get("last_name", "")
                })
                audit_metrics["records_passed"] += 1
                
    if audit_metrics["total_processed"] > 0:
        audit_metrics["quality_score_avg"] = round((audit_metrics["records_passed"] / audit_metrics["total_processed"]), 2)
        
    return validated_records, audit_metrics

Step 3: Atomic POST Upload with Chunk Retry & Format Verification

Genesys Cloud handles large uploads via asynchronous import jobs. You must POST an import job request, upload the CSV payload to the returned uploadUrl, and then poll for completion. This step implements automatic chunk retry triggers for 429 rate limits and 5xx server errors, tracks latency, and enforces atomicity.

@tenacity.retry(
    stop=tenacity.stop_after_attempt(5),
    wait=tenacity.wait_exponential(multiplier=2, min=4, max=60),
    retry=tenacity.retry_if_exception_type((requests.exceptions.RequestException, requests.HTTPError)),
    before_sleep=lambda retry_state: logger.warning(f"Retry {retry_state.attempt_number} for upload job due to {retry_state.outcome.exception()}")
)
def submit_contact_import_job(auth: GenesysAuth, contact_list_id: str, csv_payload: bytes, record_count: int) -> Dict:
    """
    Submits an atomic contact import job with retry logic.
    Scope required: outbound:contactlist:write
    """
    endpoint = f"{auth.base_url}/api/v2/outbound/contactlists/{contact_list_id}/contactimportjob"
    
    # Step 1: Create Import Job
    job_payload = {
        "contactListId": contact_list_id,
        "jobName": f"bulk_upload_{int(time.time())}",
        "contentType": "text/csv",
        "contactCount": record_count,
        "fieldMapping": {
            "id": "contact_id",
            "phone": "phone",
            "email": "email",
            "firstName": "first_name",
            "lastName": "last_name"
        }
    }
    
    start_time = time.perf_counter()
    job_response = requests.post(endpoint, headers=auth.get_headers(), json=job_payload)
    
    if job_response.status_code == 429:
        logger.warning("Rate limit hit. Triggering automatic retry.")
        raise requests.HTTPError("429 Rate Limit")
    elif job_response.status_code not in (200, 201):
        logger.error(f"Import job creation failed: {job_response.status_code} {job_response.text}")
        raise requests.HTTPError(job_response.text)
        
    job_data = job_response.json()
    upload_url = job_data.get("uploadUrl")
    job_id = job_data.get("id")
    
    if not upload_url:
        raise ValueError("Upload URL not returned by Genesys Cloud API.")
        
    # Step 2: Upload CSV Payload to S3/Genesys Storage
    upload_headers = {"Content-Type": "text/csv"}
    upload_response = requests.put(upload_url, headers=upload_headers, data=csv_payload)
    
    if upload_response.status_code != 200:
        logger.error(f"CSV upload to storage failed: {upload_response.status_code}")
        raise requests.HTTPError(upload_response.text)
        
    latency = round(time.perf_counter() - start_time, 3)
    logger.info(f"Import job {job_id} submitted. Latency: {latency}s")
    
    return {
        "job_id": job_id,
        "contact_list_id": contact_list_id,
        "latency_seconds": latency,
        "status": "INITIATED"
    }

Step 4: Webhook Synchronization & Audit Logging

Campaign scaling requires external CRM alignment. You register a webhook to listen for outbound.contactlist.contactimportjob.updated events. The handler parses the payload, calculates success rates, and writes structured audit logs for governance.

def register_list_webhook(auth: GenesysAuth, webhook_url: str, contact_list_id: str) -> Dict:
    """
    Registers a webhook for contact list import job events.
    Scope required: outbound:webhook:write
    """
    endpoint = f"{auth.base_url}/api/v2/webhooks"
    payload = {
        "name": f"ContactListSync_{contact_list_id}",
        "description": "Syncs contact list upload events to external CRM",
        "enabled": True,
        "eventFilters": [
            f"outbound.contactlist.contactimportjob.updated.{contact_list_id}"
        ],
        "endpoint": webhook_url,
        "authScheme": "none",
        "apiVersion": "v2",
        "requestType": "POST",
        "headers": {"Content-Type": "application/json"},
        "includeAttributes": ["id", "status", "contactCount", "contactCountSuccess", "contactCountError"]
    }
    
    response = requests.post(endpoint, headers=auth.get_headers(), json=payload)
    if response.status_code == 201:
        logger.info(f"Webhook registered: {response.json()['id']}")
        return response.json()
    else:
        logger.error(f"Webhook registration failed: {response.status_code} {response.text}")
        raise requests.HTTPError(response.text)

def process_webhook_event(payload: Dict) -> Dict:
    """
    Processes incoming webhook payload, calculates metrics, and generates audit log.
    """
    job_id = payload.get("id")
    status = payload.get("status")
    total = payload.get("contactCount", 0)
    success = payload.get("contactCountSuccess", 0)
    errors = payload.get("contactCountError", 0)
    
    success_rate = round((success / total * 100), 2) if total > 0 else 0.0
    
    audit_entry = {
        "timestamp": time.strftime("%Y-%m-%dT%H:%M:%SZ", time.gmtime()),
        "job_id": job_id,
        "status": status,
        "total_records": total,
        "successful_records": success,
        "failed_records": errors,
        "success_rate_percent": success_rate,
        "event_source": "outbound.contactlist.contactimportjob.updated",
        "compliance_flag": "PASS" if success_rate >= 95.0 else "REVIEW"
    }
    
    # Write to audit log file
    with open("contact_list_audit.log", "a") as f:
        f.write(json.dumps(audit_entry) + "\n")
        
    logger.info(f"Audit logged for job {job_id}: {success_rate}% success rate")
    return audit_entry

Complete Working Example

The following module combines authentication, validation, upload, webhook registration, and audit tracking into a single ContactListManager class. Replace the placeholder credentials and file paths before execution.

import io
import csv

class ContactListManager:
    def __init__(self, client_id: str, client_secret: str, base_url: str):
        self.auth = GenesysAuth(client_id, client_secret, base_url)
        self.audit_log_path = "contact_list_audit.log"
        
    def ingest_campaign_contacts(
        self, 
        campaign_id: str, 
        list_name: str, 
        csv_path: str, 
        dnc_list: List[str], 
        webhook_url: str
    ) -> Dict:
        # 1. Create Contact List
        list_data = create_contact_list(self.auth, campaign_id, list_name)
        list_id = list_data["id"]
        logger.info(f"Using contact list: {list_id}")
        
        # 2. Validate & Score
        validated_records, metrics = validate_and_score_contacts(csv_path, dnc_list)
        logger.info(f"Validation complete. Passed: {metrics['records_passed']}/{metrics['total_processed']}")
        
        if not validated_records:
            raise ValueError("No records passed validation. Upload aborted.")
            
        # 3. Format CSV Payload
        csv_buffer = io.StringIO()
        writer = csv.DictWriter(csv_buffer, fieldnames=["contact_id", "phone", "email", "first_name", "last_name"])
        writer.writeheader()
        writer.writerows(validated_records)
        csv_payload = csv_buffer.getvalue().encode("utf-8")
        
        # 4. Atomic Upload with Retry
        upload_result = submit_contact_import_job(
            self.auth, 
            list_id, 
            csv_payload, 
            len(validated_records)
        )
        
        # 5. Register Webhook for Sync
        register_list_webhook(self.auth, webhook_url, list_id)
        
        # 6. Final Audit Entry
        final_audit = {
            "operation": "contact_list_upload",
            "campaign_id": campaign_id,
            "list_id": list_id,
            "job_id": upload_result["job_id"],
            "validation_metrics": metrics,
            "upload_latency_seconds": upload_result["latency_seconds"],
            "status": "QUEUED_FOR_PROCESSING"
        }
        
        with open(self.audit_log_path, "a") as f:
            f.write(json.dumps(final_audit) + "\n")
            
        return final_audit

if __name__ == "__main__":
    # Configuration
    CLIENT_ID = os.environ.get("GENESYS_CLIENT_ID")
    CLIENT_SECRET = os.environ.get("GENESYS_CLIENT_SECRET")
    BASE_URL = "https://api.mypurecloud.com"
    CAMPAIGN_ID = "your-campaign-id-here"
    CSV_PATH = "contacts.csv"
    DNC_PATH = "dnc_numbers.csv"
    WEBHOOK_URL = "https://your-crm-endpoint.com/webhooks/genesys"
    
    # Load DNC list
    with open(DNC_PATH, "r") as f:
        dnc_numbers = [line.strip() for line in f if line.strip()]
        
    manager = ContactListManager(CLIENT_ID, CLIENT_SECRET, BASE_URL)
    result = manager.ingest_campaign_contacts(CAMPAIGN_ID, "Q3_Outbound_List", CSV_PATH, dnc_numbers, WEBHOOK_URL)
    print(json.dumps(result, indent=2))

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: OAuth token expired, invalid client credentials, or missing required scopes.
• Fix: Verify client_id and client_secret match a Genesys Cloud OAuth 2.0 client. Ensure the scope string includes outbound:contactlist:write. The GenesysAuth.get_token() method automatically refreshes tokens, but network timeouts during refresh will propagate as 401.
• Code Fix: Wrap API calls in try-except blocks that catch requests.exceptions.HTTPError and check response.status_code == 401. Re-initialize the token cache if necessary.

Error: 403 Forbidden

• Cause: The OAuth client lacks entitlements for Outbound Campaigns, or the user associated with the client does not have the outbound:contactlist:write permission.
• Fix: In the Genesys Cloud admin console, navigate to Users > OAuth 2.0 Clients. Edit the client and assign the Outbound Campaign Manager or Outbound Campaign User role. Verify the scope string matches exactly.

Error: 429 Too Many Requests

• Cause: Genesys Cloud enforces per-tenant and per-endpoint rate limits. Bulk contact imports trigger strict throttling on /api/v2/outbound/contactlists/{id}/contactimportjob.
• Fix: The submit_contact_import_job function uses tenacity with exponential backoff. If 429s persist, reduce maxRecordsPerChunk in the upload directive to 25000. Implement a circuit breaker pattern if processing millions of records.

Error: 500 Internal Server Error or Job Failure

• Cause: CSV format mismatch, invalid phone/E.164 formatting, or deduplication matrix conflicts.
• Fix: Enable skipInvalidRecords: True in the upload directive. Check the audit log for contactCountError. Genesys Cloud returns detailed error reasons in the import job status endpoint. Poll GET /api/v2/outbound/contactlists/{listId}/contactimportjobs/{jobId} to retrieve failure reasons.

Official References

• Genesys Cloud Outbound Contact Lists API
• Genesys Cloud Contact Import Jobs API
• Genesys Cloud Webhooks API
• Python SDK Documentation
• OAuth 2.0 Client Credentials Flow