IS Technical Specialist - Genesys CX Cloud & Offsh

Location: Columbia, OH
Salary: $60.00 USD Hourly - $70.00 USD Hourly
Description:
No sponsorship or C2C for this role

Must be a w2 employee of The Judge Group

Local to Ohio only no relocation

Technical Specialist - Genesys CX Cloud (CX3)

Location: Columbus, OH or Akron, OH (4 days onsite, 1 day remote)
Duration: 3+ Months



Position Overview

We are seeking a highly experienced Technical Specialist - Genesys CX Cloud (CX3) to provide technical leadership, architecture, and governance for enterprise contact center solutions. This senior-level role will be responsible for ensuring stable, secure, and high-performing connectivity between offshore contact centers and U.S.-based infrastructure.

The ideal candidate brings deep expertise in Genesys CX Cloud, strong networking and firewall knowledge, VDI experience, and a proven ability to support offshore delivery models with strong onshore governance.

Key Responsibilities:

Technical Leadership & Architecture

• Define, implement, and enforce technical standards and best practices for contact center solutions
• Act as a subject matter expert and technical authority for Genesys CX Cloud architecture and stability
• Ensure consistency across onshore and offshore environments
• Develop and maintain high-quality architecture diagrams and technical documentation

Requirements Management

• Gather, define, and manage both functional and technical requirements
• Translate business needs into scalable, secure, and resilient technical solutions

Genesys CX Cloud (CX3) Administration

• Design and manage queues, skills, routing strategies, call flows, bots, and IVR/IVA solutions
• Support optimization and continuous improvement of contact center performance

Offshore Deployment & Connectivity

• Lead and support offshore contact center deployments with strong onshore coordination
• Manage and troubleshoot connectivity between offshore locations and U.S.-based systems

Networking, Firewall & Infrastructure

• Partner with network and firewall teams to ensure secure, compliant connectivity
• Troubleshoot latency, routing, firewall, and telephony-related issues

VDI & End-User Environment

• Support Virtual Desktop Infrastructure (VDI) environments for contact center agents
• Ensure performance, stability, and reliability of virtual agent desktops

Collaboration & Communication

• Work closely with network, firewall, VDI, and business stakeholders
• Clearly communicate technical solutions and advocate for best practices across teams

Required Qualifications:

• Bachelor's degree or equivalent practical experience
• 7+ years of experience supporting contact center technologies
• Extensive hands-on experience with Genesys CX Cloud (CX3)
• Experience supporting offshore contact center deployments
• Strong understanding of networking, firewalls, and telephony concepts
• Hands-on experience with queues, routing, flows, and bot configurations
• Experience supporting VDI environments
• Strong documentation and architecture design skills
• Excellent communication and stakeholder management abilities

Preferred Qualifications:

• Experience within banking or financial services environments
• Experience working in regulated or compliance-driven organizations
• Familiarity with Agile or iterative delivery methodologies

Work Environment:

• Onsite presence required 4 days per week (Columbus, OH or Akron, OH preferred)
• Close collaboration with offshore teams
• Support of a high-availability, business-critical contact center environment

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!