Job#: 3033978

Job Description:

Location: Remote

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 expertise in Genesys CX3, networking, firewall configurations, and VDI deployments, along with experience managing offshore delivery models supported by strong onshore governance.

• Define and enforce technical standards and architectural guidelines for contact center design and stability.
• Serve as a technical authority on contact center design and drive consistency across offshore and onshore environments.
• Manage technical and functional requirements, translating business needs into scalable technical solutions.
• Create and maintain architectural diagrams.
• Manage Genesys CX Cloud components including queues, skills, routing, flows, bots, and IVR/IVA solutions.
• Lead offshore deployments with onshore coordination and manage connectivity between offshore centers and U.S.-based systems.
• Work with networking and firewall teams to ensure secure connectivity and troubleshoot latency, routing, and firewall issues.
• Support VDI deployments for contact center agents, ensuring performance and stability of virtual environments.
• Partner with network, firewall, VDI teams, and business stakeholders to communicate technical solutions and advocate for best practices.

• 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.

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 ClearlyRateds 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 here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

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.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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