Senior Technical Analyst – Genesys & Intradiem Integration / Support
Ravi Nigam
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Please share your resume at Ra...@monteksys.com
Senior Technical Analyst – Genesys & Intradiem Integration / Support
Charlotte, NC
1+ year contract
50% hybrid
The candidate must bring proven hands-on expertise across the following areas:
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.
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.
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