Location: Columbia, OH
Salary: $60.00 USD Hourly - $70.00 USD Hourly
Description: No sponsorship or C2C for this roleMust be a w2 employee of The Judge Group Local to Ohio only no relocationTechnical 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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