[Remote] Genesys Cloud CX Engineer (Consultant)

Note: The job is a remote job and is open to candidates in USA. 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 hands-on engineering role requires deep expertise in Genesys Cloud CX and involves collaborating with stakeholders to gather requirements and translate business needs into scalable solutions.ResponsibilitiesDesign, configure, and implement solutions within Genesys Cloud CX, including contact flows, integrations, and platform capabilitiesLead requirements gathering and discovery sessions with client stakeholders to identify needs and define solutionsBuild and enhance IVR/IVA solutions, including AI and speech-enabled capabilitiesTranslate business requirements into technical designs and implement within the platformPartner with client teams to troubleshoot issues, optimize workflows, and improve user experienceFacilitate client meetings, communicate progress, and explain technical concepts in an accessible wayCollaborate with cross-functional teams to ensure scalable, maintainable solutionsSkills3–5+ 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 solutionsStrong ability to gather requirements and work directly with clients/stakeholdersDemonstrated ability to balance technical execution with client-facing communicationComfortable leading meetings, asking the right questions, and translating needs into actionU.S. Citizenship or authorization to work in the U.S. without sponsorshipAbility to pass a federal background checkExperience with Workforce Management (WFM) and/or Quality Management (QM) within GenesysExposure to contact center analytics, reporting, or optimization strategiesPrior experience working in or with federal or public sector environmentsExperience with ACDs and CCaaS, particularly GenesysCompany OverviewVoyage Advisory is a management consulting firm that focuses on strategy, customer experience, and process. It was founded in 2018, and is headquartered in Chicago, Illinois, USA, with a workforce of 11-50 employees. Its website is https://www.voyageadvisory.com/.