Senior Technical Analyst (Genesys & Intradiem Integration and Support)

Job Title Genesys Cloud Architect (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 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. Required Skills & Education 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. Preferred Qualifications 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. #J-18808-Ljbffr Axelon Services Corporation