Description

Required Technical Skills

• The candidate must bring proven hands-on expertise across the following areas:
• 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

Key Skills

Education

Bachelor's degree