Contact Center Specialist

Agility Partners is seeking a qualified IS Technical Specialist - Genesys CX Cloud & Offshore Contact Center Technology to fill an open position with one of our clients in the financial services industry. This is an exciting opportunity to serve as a senior technical authority shaping the stability, security, and performance of a high-availability contact center environment. The role blends deep Genesys CX Cloud expertise with hands-on networking, firewall, and VDI knowledge while supporting complex offshore delivery models. You'll play a critical role ensuring reliable connectivity between offshore contact centers and U.S.-based infrastructure.What You'll Do• Define, enforce, and govern technical standards and architecture for Genesys CX Cloud contact center solutions• Translate business and operational needs into scalable technical requirements and architectural designs• Lead offshore contact center deployments and manage secure, stable connectivity with onshore systems• Partner with networking, firewall, VDI, and business teams to troubleshoot issues and drive best practicesThe Ideal Candidate• 7+ years of experience supporting contact center technologies in enterprise environments• Extensive hands-on experience with Genesys CX Cloud (CX3), including queues, routing, flows, bots, and IVR/IVA• Strong knowledge of networking, firewall configurations, and telephony concepts• Experience supporting offshore contact centers with strong onshore governance models• Hands-on experience with VDI deployments and end-user virtual environments• Proven ability to create and maintain technical documentation and architecture diagrams• Excellent communication skills with the ability to explain complex technical concepts to diverse stakeholdersReasons to Love It• High-impact role influencing enterprise contact center architecture and reliability• Opportunity to work with modern cloud-based CX technology in a regulated industry• Strong collaboration with cross-functional technical and business teams• Stable, mission-critical environment supporting offshore and onshore operations

Created: 2026-05-09