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. ResponsibilitiesDesign, 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 QualificationsB.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.