Engineer - Genesys Cloud Cx

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Skills you'll use

What you'll do

• Design, configure, and support Genesys Cloud CX Architect flows, including IVR menus, call routing, prompts, queues, transfers, schedules, and error handling.
• Support contact center and telephony configurations, including SIP, trunks, SBCaaS platforms such as Verizon SBCaaS, DID/DNIS, ANI, call flows, and routing behavior.
• Troubleshoot Genesys Cloud CX, IVR, SBCaaS, telephony, SIP, call routing, API, and integration issues using logs, platform tools, dashboards, and available documentation.
• Support enhancements, defect fixes, configuration changes, and production issue resolution for contact center and voice platform solutions.
• Ensure assigned features and configurations work reliably in production.
• Create and maintain clear documentation for call flows, telephony configurations, support procedures, test scenarios, and technical decisions.
• Write and execute test cases for IVR flows, telephony scenarios, routing logic, APIs, edge cases, errors, and failure scenarios.
• Participate in incidents, on-call support, root cause analysis, retrospectives, and continuous improvement activities.
• Support observability needs such as dashboards, alerts, structured logging, instrumentation, and error handling.
• Collaborate with product, operations, platform, network, carrier, and engineering partners to deliver reliable contact center solutions.

Who can apply

• B.Tech / B.E. or equivalent 4-year degree in Computer Science, IT, Electronics, Telecommunications, or related engineering field.
• 2–3 years of engineering experience, with hands-on experience in contact center, voice, or telephony platforms.
• Strong Genesys Cloud CX experience, including Architect flows, IVR configuration, call routing, queues, prompts, transfers, schedules, and telephony.
• Good understanding of telephony concepts, including SIP, trunks, SBCaaS, DID/DNIS, ANI, contact center routing, and call flow troubleshooting.
• Ability to troubleshoot limited-scope technical problems using platform tools, logs, dashboards, documentation, and guidance from senior engineers when needed.
• Ability to create testable, modular, understandable, and maintainable configurations, scripts, APIs, or supporting technical components.
• Experience creating test cases and validating happy paths, edge cases, errors, invalid inputs, and failure scenarios.
• Basic understanding of APIs, JSON, authentication, error handling, logging, monitoring, and production support.
• Understanding of data structures and problem-solving fundamentals.
• Ability to complete assigned work with quality, ask for help when needed, retain learning, and apply feedback.

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