Engineer - Genesys Cloud Cx

Role overview

Engineer - Genesys Cloud Cx at Target

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

Responsibilities

• 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 and skills

• 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.

Employment details

• Location: Tower 02 [Manyata Embassy Business Park] [Racenahali & Nagawara Villages. Outer Ring Rd] [Bangalore 540065] [India]

About the employer

• 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 .