Contact Center Implementation Engineer- Genesys

Voyage Advisory LLC; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Voyage Advisory is seeking a Contact Center Implementation Engineer to design, build, and optimize our federal client’s contact center on Genesys Cloud CX and Amazon Connect. This hands-on role blends engineering with client engagement, gathering requirements and translating them into scalable configurations.

You’ll lead discovery sessions, design IVR/IVA with AI features, and partner with stakeholders to deliver measurable improvements in user experience and efficiency across the platform.

Qualifications

• 3–5+ years of hands‑on experience with Genesys Cloud CX.
• Experience building/configuring solutions directly in Genesys Cloud CX (not just supporting).
• Experience with IVR/IVA, including AI-driven or speech-enabled solutions.

Responsibilities

• Design, configure, and implement solutions within Genesys Cloud CX, including contact flows, integrations, and platform capabilities.
• Lead requirements gathering and discovery sessions with client stakeholders to identify needs and define solutions.
• Build and enhance IVR/IVA solutions, including AI and speech-enabled capabilities.
• Translate business requirements into technical designs and implement within the platform.
• Partner with client teams to troubleshoot issues, optimize workflows, and improve user experience.
• Facilitate client meetings, communicate progress, and explain technical concepts in an accessible way.
• Collaborate with cross-functional teams to ensure scalable, maintainable solutions.

Skills

Genesys Cloud CX

IVR/IVA

Client engagement

Requirements gathering

Stakeholder communication

Job description

Contact Center Implementation Engineer / Genesys Cloud CX Engineer (Consultant)

Voyage Advisory | Remote (U.S.) with up to 20% travel to Buffalo, NY Duration: Initial 120 days (extension likely) Engagement Type: W2 or 1099 (flexible) Compensation: Market-competitive, based on experience

About the Role Voyage Advisory is seeking a highly capable Contact Center Implementation Engineer / Genesys Cloud CX Engineer to support a federal client in designing, building, and optimizing their contact center platform. This is a hands‑on engineering role requiring deep expertise in Genesys Cloud CX and Amazon Connect —not just from an administrative standpoint, but from a true build-and-configure perspective. This is a unique opportunity for someone who sits at the intersection of engineering and client engagement—a technical expert who can also partner directly with stakeholders to gather requirements, lead discussions, and translate business needs into scalable solutions.

What You’ll Do

• Design, configure, and implement solutions within Genesys Cloud CX, including contact flows, integrations, and platform capabilities

• Lead requirements gathering and discovery sessions with client stakeholders to identify needs and define solutions

• Build and enhance IVR/IVA solutions, including AI and speech-enabled capabilities

• Translate business requirements into technical designs and implement within the platform

• Partner with client teams to troubleshoot issues, optimize workflows, and improve user experience

• Facilitate client meetings, communicate progress, and explain technical concepts in an accessible way

• Collaborate with cross-functional teams to ensure scalable, maintainable solutions

What We’re Looking For (Required)

• 3–5+ years of hands‑on experience with Genesys Cloud CX (required – must be core to your background)

• Proven experience building/configuring solutions directly in Genesys Cloud CX (not just supporting or administering)

• Experience with IVR/IVA, including AI-driven or speech-enabled solutions

• Strong ability to gather requirements and work directly with clients/stakeholders

• Demonstrated ability to balance technical execution with client‑facing communication

• Comfortable leading meetings, asking the right questions, and translating needs into action

• U.S. Citizenship or authorization to work in the U.S. without sponsorship

• Ability to pass a federal background check

Nice to Have

• Experience with Workforce Management (WFM) and/or Quality Management (QM) within Genesys

• Experience with Amazon Connect

• Exposure to contact center analytics, reporting, or optimization strategies

• Prior experience working in or with federal or public sector environments

• Experience with ACDs and CCaaS, particularly Genesys

What Success Looks Like

• You quickly establish credibility with both technical teams and business stakeholders

• You proactively identify gaps, ask thoughtful questions, and guide the client toward better solutions

• You deliver clean, scalable configurations within Genesys Cloud CX

• You communicate clearly—without overcomplicating—and build trust with the client

Why Voyage

At Voyage, we pride ourselves on bringing in consultants who are not only strong technically, but who elevate the client experience. This role is ideal for someone who enjoys owning both the build and the conversation—someone who doesn’t just execute, but helps shape the solution.