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# Senior Technical Analyst (Genesys & Intradiem Integration and Support)

- **Company:** Axelon Services Corporation
- **Location:** Charlotte, NC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Automatic Call Distributor, Application Programming Interfaces (APIs), Agile Methodology, Confluence, JIRA, Software as a Service, Information Systems, Microsoft Visio, Software Architecture, Systems Architecture, Systems Integration, Genesys, IT Architecture, Restful APIs
- **Published:** October 12, 2026
- **Apply:** https://www.careerjet.com/job/us25f086418c8f91cd14228f87c0173682/eaa

## About the Role

* 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., * 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.

## Description

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.