Senior Technical Analyst - Genesys & Intradiem Integration and Support
Axelon
Job Title: Senior Technical Analyst (Hybrid)
Location: Charlotte, NC Job Summary: The Information Systems Architect develops multiple types/categories of software architecture and operating systems for running end-user applications. Working under minimal supervision, this role develops complex architectural guidelines, specifications, and technical standards related to current and future business needs. The position serves as a subject matter expert in Information Systems Architecture and is responsible for designing enterprise-wide solutions that integrate multiple platforms, applications, and operating systems.
Key Responsibilities and Duties:
Location: Charlotte, NC Job Summary: The Information Systems Architect develops multiple types/categories of software architecture and operating systems for running end-user applications. Working under minimal supervision, this role develops complex architectural guidelines, specifications, and technical standards related to current and future business needs. The position serves as a subject matter expert in Information Systems Architecture and is responsible for designing enterprise-wide solutions that integrate multiple platforms, applications, and operating systems.
Key Responsibilities and Duties:
- Executes complex architecture requirements analysis to convert end-user needs into technical solutions.
- Synchronizes system designs and technology constraints in accordance with compliance requirements.
- Develops key capabilities and performance requirements when designing system architectures.
- Creates technical specifications and standards for layered and multidimensional models.
- Designs and implements solutions requiring integration of multiple platforms, operating systems, and applications across the enterprise.
- Communicates technical architecture designs clearly to all stakeholders.
- Implements complex data modeling and advanced project development of system architecture.
- Produces Architectural Design Documents, data flow diagrams, and solution blueprints that meet enterprise standards.
- Engages and aligns internal teams, including Architecture, Security, and Operations, as well as external vendors throughout solution delivery.
- Supports hypercare and post-deployment stabilization activities.
- University degree preferred.
- 5+ years of relevant experience required; 7+ years preferred.
- Deep working knowledge of Genesys Cloud CX, including call routing, IVR/Voice flows, APIs, and platform administration.
- Experience with Intradiem workforce automation capabilities, including real-time agent management and integration with contact center platforms.
- Demonstrated experience designing and documenting enterprise-level integrations, including REST API and webhook-based architectures.
- Familiarity with Workforce Management (WFM) platforms and their integration with contact center environments.
- Working knowledge of enterprise security review processes, data privacy standards, and compliance frameworks relevant to contact center and SaaS integrations.
- Proficiency with Visio, Confluence, JIRA, or equivalent tools for documentation and design management.
- Strong stakeholder management and communication skills.
- Physical Requirement: Sedentary Work.
- Genesys Cloud CX certification.
- Prior experience in financial services or other highly regulated industries.
- Familiarity with Agile or hybrid delivery methodologies.
- Experience supporting hypercare and post-deployment stabilization in enterprise environments.
- Career Level: 8IC.
Vacancy posted 23 hours ago
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