Genesys CX Tech Specialist - Columbus, OH or Akron, OH or Flint, MI- Hybrid Onsite - 4 days a week

Position Summary: The IS Technical Specialist is a senior technology role responsible for defining, managing, and governing technical requirements, architecture, and best practices for Genesys CX Cloud (CX3) contact center solutions. This role ensures stable, secure, and high-performing connectivity between offshore contact centers and U.S.-based infrastructure. The role requires deep expertise in Genesys CX3, networking, firewall configurations, and VDI deployments, along with experience managing offshore delivery models supported by strong onshore governance. KEY RESPONSIBILITIES: Technical Leadership & Best Practices:

• Define and enforce technical standards and architectural guidelines

• Serve as a technical authority on contact center design and stability

• Drive consistency across offshore and onshore environments Requirements & Architecture:

• Manage technical and functional requirements

• Translate business needs into scalable technical solutions

• Create and maintain architectural diagrams Genesys CX Cloud Expertise:

• Manage queues, skills, routing, flows, bots, and IVR/IVA solutions Offshore Deployment & Connectivity Management:

• Lead offshore deployments with onshore coordination

• Manage connectivity between offshore centers and U.S.-based systems Networking, Firewall & Infrastructure:

• Work with networking and firewall teams to ensure secure connectivity

• Troubleshoot latency, routing, and firewall issues VDI & End-User Environment:

• Support VDI deployments for contact center agents

• Ensure performance and stability of virtual environments Collaboration & Communication:

• Partner with network, firewall, VDI teams, and business stakeholders

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Bachelor s degree or equivalent experience

• 7+ years of contact center technology experience

• Extensive experience with Genesys CX Cloud (CX3)

• Experience with offshore deployments and onshore coordination

• Strong knowledge of networking, firewall, and telephony concepts

• Experience managing queues, routing, flows, and bots

• Experience with VDI environments

• Ability to create architecture diagrams and documentation

• Strong communication skills Preferred Qualifications:

• Experience in banking or financial services

• Experience in regulated environments

• Familiarity with Agile methodologies Work Environment:

• On site 4 days per week (Columbus, OH or Akron Preferred )

• Collaboration with offshore teams