Engineer

• Design, configure, and support Genesys Cloud CX Architect flows, including IVR menus, call routing, prompts, queues, transfers, and error handling.

• Support telephony configurations including SIP, trunks, DID/DNIS, ANI, and call flow troubleshooting.

• Debug Genesys Cloud CX, telephony, API, and integration issues.

• Build, debug, and support APIs, services, integrations, or UI components.

• Write unit tests, integration tests, and basic test plans.

• Support production issues, root cause analysis, documentation, and continuous improvement.

• Work with product, operations, and engineering teams to deliver reliable contact center solutions.

• Support migration of Genesys Cloud CX IVR flows to Voice Assistant / conversational self-service capabilities, as needed.

Required Qualifications

• 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.

• Must have hands-on Genesys Cloud CX experience, including Architect flows, IVR, call routing, queues, prompts, and telephony.

• Good understanding of SIP, trunks, DID/DNIS, ANI, and contact center call flows.

• Programming experience in one or more of the following: Java, Node.js, Python, JavaScript, TypeScript, HTML, CSS, React, Angular, or Vue.js.

• Good understanding of data structures and problem-solving fundamentals.

• Experience writing, debugging, and testing APIs or application components.

• Basic understanding of REST APIs, JSON, authentication, error handling, logging, and production support.

Preferred Qualifications

• Experience migrating Genesys Cloud CX IVR to Voice Assistant, bot, or conversational AI platforms.

• Exposure to Genesys Cloud APIs, data actions, integrations, OAuth clients, or webhooks.

• Knowledge of CI/CD pipelines.

• Knowledge of Terraform or infrastructure-as-code concepts.

• Familiarity with Agile delivery, monitoring, alerting, and operational support.

Success Behaviors

• Own assigned work and deliver with quality.

• Ask questions, learn quickly, and apply feedback.

• Collaborate effectively with peers and partner teams.

• Troubleshoot issues systematically and communicate risks early