Senior Technical Analyst

Position Overview

We are seeking a Senior Technical Analyst with deep expertise in contact center architecture and enterprise integrations to support and enhance solutions built on Genesys Cloud CX and Intradiem.

This role operates at a senior architect level and is responsible for designing, documenting, and supporting complex integrations across enterprise platforms. The ideal candidate will serve as a subject matter expert in contact center architecture, translating business requirements into scalable, secure, and compliant technical solutions.

This position works with minimal supervision and collaborates closely with Architecture, Security, Operations, and external vendors to deliver enterprise-grade solutions.

Key Responsibilities

• Analyze complex business and technical requirements and translate them into scalable architectural solutions
• Design and implement integrations between Genesys Cloud CX, Intradiem, and other enterprise systems
• Develop REST API and webhook-based integration architectures
• Create Architectural Design Documents (ADDs), data flow diagrams, and technical specifications
• Ensure alignment of system designs with enterprise compliance, security, and governance standards
• Develop and define key capabilities, performance requirements, and technical standards
• Support platform configuration including call routing, IVR/voice flows, and automation workflows
• Partner with workforce management teams to optimize real-time agent performance and automation
• Participate in architecture review processes and security assessments
• Communicate technical designs clearly to both technical and non-technical stakeholders
• Support post-deployment stabilization and hypercare activities

Required Qualifications

• 5 years of relevant experience (7 years preferred) in systems architecture or enterprise integration roles
• Strong hands-on experience with Genesys Cloud CX (call routing, IVR/voice flows, APIs, platform administration)
• Experience integrating Intradiem for workforce automation and real-time agent management
• Demonstrated experience designing and documenting enterprise-level REST API and webhook-based integrations
• Experience creating architectural documentation including solution blueprints and data flow diagrams
• Familiarity with workforce management (WFM) platforms within contact center environments
• Working knowledge of enterprise security reviews, data privacy standards, and compliance frameworks
• Proficiency with documentation and collaboration tools such as Visio, Confluence, JIRA, or similar platforms
• Experience collaborating with cross-functional stakeholders and external vendors

Preferred Qualifications

• Certification in Genesys Cloud CX
• Experience in financial services or other highly regulated industries
• Experience working in Agile or hybrid delivery environments
• Experience supporting hypercare and post-implementation stabilization
• University degree preferred

Work Environment

• Hybrid work model
• Full-time engagement
• Sedentary work environment

This is an excellent opportunity for a senior-level contact center architect who thrives in complex enterprise environments and enjoys designing secure, scalable integrations that drive operational efficiency.