[Hiring] Contact Center Implementation Engineer @Voyage Advisory

Role Description

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

Qualifications

• 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

Requirements

• 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

Benefits

• Market-competitive compensation based on experience
• Flexible engagement type (W2 or 1099)
• Remote work with up to 20% travel to Buffalo, NY
• Initial engagement duration of 120 days with likely extension

Company Description

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.