Senior Analyst – Genesys & Intradiem Integration and Support

Senior Analyst

We are seeking a highly skilled and motivated Senior Analyst to lead the delivery and ongoing support of our Genesys and Intradiem integration in 2026.

• Partner with cross-functional teams to maintain clear communication and alignment across technical and non-technical audiences throughout the project lifecycle.
• Design and deliver Solution Design and Architectural Design documents that translate complex business requirements into scalable, well-structured artifacts.
• Coordinate with Vendors, Architecture, Security, and internal stakeholders to drive solution reviews and secure necessary approvals.
• Plan and facilitate Knowledge Transfer sessions to ensure Production Support teams are fully prepared.
• Support Production Deployments with two weeks of dedicated Hypercare to guarantee a smooth transition to steady-state operations.

• 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.
• Demonstrated experience designing and documenting enterprise-level integrations, including REST API and webhook-based architectures.
• Proficiency in producing Architectural Design Documents, data flow diagrams, and solution blueprints that meet enterprise standards.
• Familiarity with WFM platforms and how they interface with contact center environments to drive operational efficiency.
• Working knowledge of enterprise security review processes, data privacy standards, and compliance frameworks relevant to contact center and SaaS integrations.
• Proficiency in tools such as Visio, Confluence, JIRA, or equivalent platforms for producing and managing design artifacts and project documentation.
• Proven ability to engage and align internal teams including Architecture, Security, and Operations as well as external vendors throughout solution delivery.

• Genesys Cloud CX certification is strongly preferred.
• Prior experience in a financial service or similarly regulated industry is a plus.
• Familiarity with Agile or hybrid delivery methodologies.
• Experience supporting hyper care and post-deployment stabilization in enterprise environments is a strong advantage.

• A minimum of five to seven years of relevant experience in a Senior Analyst, Solutions Architect, or equivalent role within a contact center or enterprise technology environment is required.