Senior Technical Analyst (Genesys & Intradiem Integration and Support)

Axelon Services Corporation; Charlotte (NC); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Axelon Services Corporation seeks a Genesys Cloud Architect in Charlotte, NC. The role involves developing complex architectural guidelines and integrating systems for end-user applications. An expert in Information Systems Architecture, the successful candidate will design enterprise-wide solutions while ensuring compliance with standards.

Key responsibilities include architecture requirements analysis, technical specifications creation, and stakeholder communication. Applicants should have over 5 years of relevant experience, deep knowledge of Genesys Cloud CX, and proficiency with tools like Visio and JIRA.

Qualifications

• 5+ years of relevant experience required; 7+ years preferred.
• Demonstrated experience designing and documenting enterprise-level integrations.
• Familiarity with Workforce Management (WFM) platforms.

Responsibilities

• Executes complex architecture requirements analysis.
• Communicates technical architecture designs clearly to stakeholders.
• Produces Architectural Design Documents and solution blueprints.

Skills

Deep working knowledge of Genesys Cloud CX

Experience with Intradiem workforce automation

Designing and documenting enterprise-level integrations

Working knowledge of compliance frameworks

Proficiency with documentation tools

Strong stakeholder management

Education

University degree

Tools

Visio

Confluence

JIRA

Job description

Job Title

Genesys Cloud Architect (Hybrid)

Location

Charlotte, NC

Job Summary

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.

Required Skills & Education

• 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.

Preferred Qualifications

• 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.