Senior Technical Analyst – Genesys & Intradiem Integration and Support

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:

• 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.
• Physical Requirement: Sedentary Work.

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.
• Career Level: 8IC.