The engineer will design, configure, and implement scalable contact center solutions within Genesys Cloud CX and Amazon Connect. They will also lead discovery sessions with stakeholders to translate business requirements into technical designs and optimize platform performance.
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.
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