ExecRecruitment

Sr. Genesys Developer

Lansing, MI
Full Time
Experienced
Job Title: Genesys Solution Architect – IWD & Routing Systems
Location: Lansing, MI

Genesys Architecture

  • Deep understanding of Genesys system architecture On-Prem
  • Design of scalable, high-availability, and secure Genesys environments
  • Expertise in component interactions: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.
  • Experience in environment sizing, network design, and failover strategies

Genesys Framework Management

  • Administration of core Genesys components: Config Server, Stat Server, Message Server, T-Server
  • Hands-on experience with Configuration Manager (CME) and Genesys Administrator Extension
  • Managing applications, agents, tenants, and system-level objects

Genesys Intelligent Workload Distribution (IWD)

  • Configuration of IWD positions, workbins, and workload types
  • End-to-end routing design for IWD Work, Email, File Server Capture, and API-based interactions
  • SLA-based prioritization, segmentation, and distribution logic

IWD Rules Engine

  • Design and implementation of routing rules using the IWD Rules Engine
  • Dynamic rules for prioritization, eligibility, assignment, and escalation
  • Experience with policy management and version control of rules

Routing & Workflow Design

  • Development of routing strategies using Genesys Composer or Architect
  • Multi-channel workflow design (email, File Capture and work items)
  • Experience with skills-based routing, business rules, and conditional flows

File Server Capture Interface

  • Configuration of file monitoring for ingestion of documents into work queues
  • Automation of document classification and routing to appropriate agents or queues

Email Integration / Microsoft Graph API

  • Integration of mailboxes via Microsoft Graph API for email ingestion
  • Experience with OAuth2 authentication, email parsing, and conversion to work items
  • Routing logic for inbound email based on headers, subject, or content rules

Genesys Pulse (Real-Time Reporting)

  • Configuration and customization of Pulse dashboards and real-time KPIs
  • Monitoring queue, agent, and system-level metrics
  • Stat Server configuration and tuning for real-time performance

Genesys InfoMart & SAP BusinessObjects (BO)

  • Design of historical reports using Genesys InfoMart data structures
  • Report creation, scheduling, and analysis using SAP BO
  • Data analysis for performance, SLA adherence, and capacity planning

Oracle Database

  • Strong understanding of Oracle DB Tables and schema design
  • Writing complex SQL queries for reporting, data extraction, and troubleshooting
  • Experience integrating Oracle databases with Genesys reporting and routing workflows

Monitoring & Troubleshooting

  • Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis
  • System health monitoring, alerting, and performance tuning

Top Skills & Years of Experience: 

  • 3-5+ years for the overall Genesys administration/IWD support experience
  • Java - Used for building/maintaining routing strategies, APIs, and integration components in Genesys environment 3-5+ years
  • JavaScript - Used in web services, APIs, and Genesys Workspace customizations 3-5+ years
  • Oracle Database - Writing SQL queries, stored procedures, and analyzing configuration/reporting data from Genesys DBs 3-5+ years

Please apply on our secured job site at <<https://intellibee.my.salesforce-sites.com/apps/jobs?id=a0AUU000003mwJJ2AY>> or email [email protected]

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