Genesys Cloud CX Implementation Engineer

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

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.