Genesys Cloud CX Engineer (Consultant)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Genesys Cloud CX Engineer (Consultant) based in the United States.

This is a hands-on technical consulting role focused on designing and delivering advanced contact center solutions within Genesys Cloud CX for a federal client environment. You will play a key role in translating business requirements into scalable, high-performing platform configurations that enhance customer experience and operational efficiency.
The position blends deep platform engineering with client-facing advisory work, requiring both technical depth and strong communication skills.
You will lead discovery sessions, define solution approaches, and directly implement configurations such as contact flows, IVR/IVA systems, and integrations.
A significant part of the role involves collaborating with stakeholders to troubleshoot issues and continuously optimize contact center performance.
This is a high-visibility consulting engagement where your work directly shapes enterprise customer interaction systems.
It is ideal for a Genesys expert who enjoys both building solutions and guiding clients through technical decision-making.

• Design, configure, and implement end-to-end solutions within Genesys Cloud CX, including contact flows, IVR/IVA systems, integrations, and platform capabilities.
• Lead client-facing discovery and requirements gathering sessions to translate business needs into technical solutions.
• Develop and optimize AI-enabled and speech-driven IVR/IVA experiences to improve customer engagement and self-service performance.
• Collaborate with stakeholders to troubleshoot platform issues, enhance workflows, and ensure scalable, maintainable system configurations.
• Communicate technical concepts clearly to both technical and non-technical audiences while facilitating client meetings and updates.
• Partner with cross-functional teams to ensure alignment between business goals and technical execution.

Requirements:

• 3–5+ years of hands-on experience working directly with Genesys Cloud CX, including building and configuring solutions.
• Strong expertise in IVR/IVA design, including AI-driven or speech-enabled contact center solutions.
• Proven experience gathering requirements and working directly with clients or stakeholders in consulting or delivery environments.
• Ability to translate business needs into technical designs and implement them within Genesys Cloud CX.
• Strong communication and presentation skills with the ability to lead meetings and explain complex concepts clearly.
• U.S. citizenship or authorization to work in the United States without sponsorship, with ability to pass federal background checks.
• Bonus: experience with WFM, QM, analytics, reporting, or public sector/federal environments.

Benefits:

• Competitive market-based compensation aligned with experience and expertise.
• Flexible engagement structure (W2 or 1099 options available).
• Remote work with occasional travel (up to 20%) for client engagement.
• Opportunity to work on a high-impact federal client transformation program.
• Exposure to advanced contact center technologies including AI-enabled CX solutions.
• Consulting environment with strong emphasis on ownership and technical autonomy.
• Opportunity to influence both technical architecture and client experience outcomes.