Overview
Engineer role supporting Genesys Cloud CX voice platform capabilities, including IVR configuration, call routing, telephony (SIP/SBCaaS), production support, testing, and observability.
What you'll do
- Design, configure, and support Genesys Cloud CX Architect flows.
- Implement IVR menus, call routing, prompts, queues, transfers, schedules, and error handling.
- Troubleshoot Genesys Cloud CX, IVR, SIP/SBCaaS, trunks, APIs, and integration issues using logs and dashboards.
- Support enhancements, defect fixes, configuration changes, and production issue resolution.
- Create and maintain documentation for call flows, telephony configurations, and support/test procedures.
- Write and execute test cases for IVR, telephony scenarios, routing logic, APIs, and edge/failure cases.
- Participate in incidents/on-call, root cause analysis, retrospectives, and continuous improvement.
What you'll need
- 2–3 years of engineering experience with contact center, voice, or telephony platforms.
- Strong Genesys Cloud CX experience including Architect flows and IVR configuration.
- Good understanding of telephony concepts such as SIP, trunks, SBCaaS, DID/DNIS, and ANI.
- Ability to troubleshoot limited-scope technical problems using platform tools, logs, dashboards, and documentation.
- Ability to create test cases validating happy paths, edge cases, errors, and failure scenarios.
- Basic understanding of APIs (including JSON, authentication, error handling, logging, monitoring) and production support.
- B.Tech/B.E. or equivalent 4-year degree in CS/IT/Electronics/Telecommunications or related field.
Nice to have
- Experience with SBCaaS platforms such as Verizon SBCaaS or similar carrier-hosted services.
- Experience migrating Genesys Cloud CX IVR to Voice Assistant/bot/conversational AI platforms.
- Exposure to Genesys Cloud APIs, data actions, integrations, OAuth clients, event notifications, or webhooks.
- Knowledge of CI/CD pipelines.
- Basic knowledge of Terraform/infrastructure-as-code concepts.
- Exposure to Java/Node.js/Python/JavaScript/TypeScript or front-end technologies.
- Familiarity with Agile delivery, monitoring/alerting, incident management, and operational support.
- Basic understanding of OWASP Top 10 and enterprise security practices.
Details
- Job title: Engineer - Genesys Cloud Cx.
