Genesys Engineer

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.