Genesys Cloud CX Engineer (Consultant)

About the role

Voyage Advisory is seeking a highly capable 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—not just from an administrative standpoint, but from a true build-and-configure perspective.

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

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

Qualifications

• U.S. Citizenship or authorization to work in the U.S. without sponsorship
• Ability to pass a federal background check
• Experience with Workforce Management (WFM) and/or Quality Management (QM) within Genesys
• 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