Required Technical Skills
The candidate must bring proven hands-on expertise across the following areas:
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.
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.
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