To Apply for this Job Click Here
IS Technical Specialist – Genesys CX Cloud (CX3)
Overview
We are seeking a senior-level IS Technical Specialist with deep expertise in Genesys CX Cloud (CX3) and contact center technologies. This role will lead technical architecture, connectivity, and best practices supporting offshore contact center operations and U.S.-based infrastructure.
The ideal candidate will have strong experience with Genesys CX3, networking, firewall configurations, VDI environments, and offshore/onshore delivery models within a high-availability contact center environment.
Key Responsibilities
- Serve as the technical lead for Genesys CX Cloud (CX3) contact center solutions
- Define and maintain technical standards, architecture, and best practices
- Manage queues, routing, flows, bots, IVR/IVA, and contact center configurations
- Support offshore contact center deployments and ensure stable connectivity to U.S.-based systems
- Partner with networking, firewall, and infrastructure teams to troubleshoot connectivity, latency, and routing issues
- Support VDI environments for contact center agents and ensure platform stability
- Translate business requirements into scalable technical solutions
- Create and maintain architecture documentation and diagrams
- Collaborate with business stakeholders, vendors, and technical teams across onshore and offshore environments
Required Qualifications
- 7+ years of contact center technology experience
- Strong hands-on experience with Genesys CX Cloud (CX3)
- Experience managing offshore contact center environments
- Strong knowledge of networking, firewalls, telephony, and infrastructure concepts
- Experience with VDI deployments and support
- Ability to create technical documentation and architecture diagrams
- Strong communication and stakeholder management skills
Preferred Qualifications
- Banking or financial services experience
- Experience in regulated environments
- Familiarity with Agile delivery models
Location & Work Environment
- Hybrid schedule: onsite 4 days/week
- Preferred locations:
- Columbus, OH
- Akron, OH
- Footprint
- Collaboration with offshore teams in a high-availability contact center environment