Engineer

We are looking for an L4 Engineer with 2–3 years of experience in Genesys Cloud CX and contact center engineering. The role requires hands-on experience with Genesys Cloud CX Architect flows, IVR configuration, SIP, telephony trunks, call routing, and API integrations . Responsibilities

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

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.

Required Qualifications

• B.Tech / B.E. or equivalent 4-year degree in Computer Science, IT, Electronics, Telecommunications, or related engineering field.

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 .

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 .

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 .

Success Behaviors

Own assigned work and deliver with quality.

Ask questions, learn quickly, and apply feedback.

Collaborate effectively with peers and partner teams.