Job#: 3033978 Job Description: IS Technical Specialist
Locations: 4x a week in: - Cleveland, OH
- Columbus, OH
- Akron, OH
- Cincinnati, OH
- Grand Rapids, MI
- Detroit, MI
- Flint, MI
- Pittsburgh, PA
- Indianapolis, IN
- Charlotte, NC
- Charleston, SC
- Dallas, TX
- Houston, TX
- Austin, TX
- Birmingham, AL
- Tupelo, MS
- Atlanta, GA
- Hagerstown, MD
- Minneapolis, MN
- Denver, CO
Employment Type: Contract to Perm
Role Overview
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 position 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
- Define and enforce technical standards and architectural guidelines for contact center design.
- Serve as a technical authority on contact center stability and drive consistency across environments.
- Manage technical and functional requirements, translating business needs into scalable solutions.
- Create and maintain architectural diagrams for contact center infrastructure.
- Manage Genesys CX Cloud components including queues, skills, routing, flows, bots, and IVR/IVA solutions.
- Lead offshore deployments with onshore coordination and manage connectivity to U.S.-based systems.
- Collaborate with networking and firewall teams to ensure secure connectivity and troubleshoot issues.
- Support VDI deployments for contact center agents, ensuring performance and stability.
- Partner with network, firewall, VDI teams, and business stakeholders to communicate technical solutions.
Required Qualifications
- 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.
We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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