Senior Technical Analyst – Genesys & Intradiem Integration / Support

Senior Technical Analyst – Genesys & Intradiem Integration / Support

Charlotte, NC

1+ year contract

50% hybrid

The candidate must bring proven hands-on expertise across the following areas: 

Preferred Qualifications- Genesys Cloud CX certification is strongly preferred. Prior experience in a financial services or similarly regulated industry is a plus. Familiarity with Agile or hybrid delivery methodologies and experience supporting hypercare and post-deployment stabilization in enterprise environments will be considered a strong advantage. 

Contact Center Platforms — 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, is required. 

Integration & Architecture — Demonstrated experience designing and documenting enterprise-level integrations, including REST API and webhook-based architectures. Ability to produce Architectural Design Documents, data flow diagrams, and solution blueprints that meet enterprise standards. 

Workforce Management — Familiarity with WFM platforms and how they interface with contact center environments to drive operational efficiency. 

Security & Compliance — Working knowledge of enterprise security review processes, data privacy standards, and compliance frameworks relevant to contact center and SaaS integrations. 

Documentation & Design Tools — Proficiency in tools such as Visio, Confluence, JIRA, or equivalent platforms for producing and managing design artifacts and project documentation. 

Stakeholder & Vendor Management — Proven ability to engage and align internal teams including Architecture, Security, and Operations as well as external vendors throughout solution delivery.