Genesys Engineer
Saxon Global
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
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.
- 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.
- Experience in banking or financial services.
- Experience in regulated environments.
- Familiarity with Agile methodologies.
Vacancy posted 3 days ago
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