Genesys Cloud CX Engineer (CCaaS)

TL;DR

Genesys Cloud CX Engineer (CCaaS): Designing, building, and optimizing a federal contact center platform with an accent on IVR/IVA solutions and platform configuration. Focus on translating business requirements into scalable technical designs and integrating AI-driven speech capabilities.

Location: Remote (U.S.) with up to 20% travel to Buffalo, NY. Must have U.S. Citizenship or authorization to work in the U.S. without sponsorship and be able to pass a federal background check.

Company

hirify.global provides high-level technical consulting to elevate client experiences through specialized engineering.

What you will do

• Design and implement Genesys Cloud CX solutions, including contact flows and platform integrations.
• Lead discovery sessions with stakeholders to gather and define business requirements.
• Develop IVR/IVA solutions featuring AI and speech-enabled capabilities.
• Translate business needs into scalable technical designs within the platform.
• Troubleshoot issues and optimize workflows to improve the end-user experience.
• Collaborate with cross-functional teams to ensure maintainable solutions.

Requirements

• 3-5+ years of hands-on experience building and configuring Genesys Cloud CX.
• Proven expertise in IVR/IVA and AI-driven speech solutions.
• Strong ability to gather requirements and lead stakeholder discussions.
• U.S. Citizenship or work authorization without sponsorship.
• Ability to pass a federal background check.

Nice to have

• Experience with Genesys Workforce Management (WFM) or Quality Management (QM).
• Background in federal or public sector environments.
• Knowledge of ACDs and CCaaS.

Culture & Benefits

• Flexible engagement types: choice between W2 or 1099.
• Opportunity to own both the technical build and the client-facing strategy.
• Engagement with a high-impact federal project.