Engineer - Genesys Cloud Cx

About Us

Working at Target means helping all families discover the joy of everyday life. We bring that vision to life through our values and culture.

We are looking for an L4 Engineer with 2-3 years of hands-on contact center and telephony engineering experience to support voice platform capabilities. This role is focused on Genesys Cloud CX, IVR configuration, call routing, telephony, SIP, SBCaaS, trunks, APIs, production support, testing, observability, and reliability.

Responsibilities

• 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.
• Participate in solution discussions, design reviews, and team practices to improve quality and learn from feedback.
• 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, 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.
• Clear communication skills with the ability to document work, explain decisions, and raise risks or blockers early.
• Basic understanding of secure engineering practices and resilient solution design.

Preferred Qualifications

• Experience with SBCaaS platforms such as Verizon SBCaaS or similar carrier-hosted/session border controller services.
• Experience migrating Genesys Cloud CX IVR to Voice Assistant, bot, or conversational AI platforms.
• Exposure to Genesys Cloud APIs, data actions, integrations, OAuth clients, event notifications, or webhooks.
• Exposure to Java, Node.js, Python, JavaScript, TypeScript, or front-end technologies is a plus.
• Knowledge of CI/CD pipelines is an added advantage.
• Knowledge of Terraform or infrastructure-as-code concepts is an added advantage.
• Familiarity with Agile delivery, monitoring, alerting, incident management, and operational support.
• Basic understanding of OWASP Top 10 concepts and enterprise security practices.

Success Behaviors

• Own assigned work and deliver with quality.
• Learn quickly, ask questions, and apply feedback.
• Troubleshoot issues systematically and communicate risks early.
• Collaborate effectively with peers and partner teams.
• Document work clearly and participate actively in team practices.
• Support reliable, secure, and resilient contact center and telephony experiences.