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Senior Analyst – Genesys & Intradiem Integration and Support

Axelon Services Corporation

Charlotte, NC

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JOB DETAILS
SKILLS
Agile Programming Methodologies, Analysis Skills, Application Programming Interface (API), Architectural Analysis, Architectural Design, Architectural Services, Atlassian JIRA, Automation, Blueprints, Call Center Integration, Call Centers, Call Routing, Cloud Computing, Communication Skills, Cross-Functional, Data Processing, Design Document, Documentation, Enterprise Protection, Financial Services, Genesys Solutions, Knowledge Transfer, Microsoft Visio, Production Support, Project Lifecycle, REST (Representational State Transfer), Regulatory Compliance, Security Architecture, Software as a Service (SaaS), Systems Administration/Management, Time Management, Voice Response Systems
LOCATION
Charlotte, NC
POSTED
Today


Summary:

  • We are seeking a highly skilled and motivated Senior Analyst to lead the delivery and ongoing support of our Genesys and Intradiem integration in 2026.


Responsibilities:

  • Partner with cross-functional teams to maintain clear communication and alignment across technical and non-technical audiences throughout the project lifecycle.
  • Design and deliver Solution Design and Architectural Design documents that translate complex business requirements into scalable, well-structured artifacts.
  • Coordinate with Vendors, Architecture, Security, and internal stakeholders to drive solution reviews and secure necessary approvals.
  • Plan and facilitate Knowledge Transfer sessions to ensure Production Support teams are fully prepared.
  • Support Production Deployments with two weeks of dedicated Hypercare to guarantee a smooth transition to steady-state operations.


Requirements:

  • Deep working knowledge of Genesys Cloud CX, including call routing, IVR/Voice flows, APIs, and platform administration.
  • Experience with Intradiem's 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.
  • Proficiency in producing Architectural Design Documents, data flow diagrams, and solution blueprints that meet enterprise standards.
  • Familiarity with WFM platforms and how they interface with contact center environments to drive operational efficiency.
  • Working knowledge of enterprise security review processes, data privacy standards, and compliance frameworks relevant to contact center and SaaS integrations.
  • Proficiency in tools such as Visio, Confluence, JIRA, or equivalent platforms for producing and managing design artifacts and project documentation.
  • Proven ability to engage and align internal teams including Architecture, Security, and Operations as well as external vendors throughout solution delivery.


Preferred Skills:

  • Genesys Cloud CX certification is strongly preferred.
  • Prior experience in a financial service or similarly regulated industry is a plus.
  • Familiarity with Agile or hybrid delivery methodologies.
  • Experience supporting hyper care and post-deployment stabilization in enterprise environments is a strong advantage.


Experience Requirements:

  • A minimum of five to seven years of relevant experience in a Senior Analyst, Solutions Architect, or equivalent role within a contact center or enterprise technology environment is required.

About the Company

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Axelon Services Corporation