Genesys intelligent Workload Distribution (iWD)

Role: Genesys intelligent Workload Distribution (iWD):

Location: Lansing, MI (Onsite)

Job Type : Contract

Technical Skills Required for

Genesys intelligent Workload Distribution (iWD):

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

QUESTION NEED TO ANSWER :

• Key engagements over the last two years
• Describe how past work experience relates to this position

Email- Phone Number : +1 321 7856 062

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