Contact Center Implementation Engineer- Genesys (Consultant)

Voyage Advisory • Chicago, IL

5d • Remote

About The Position

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.

Requirements

• 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 Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed