Genesys Developer

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

API
Authentication
Business Objects
Business Rules
Capacity Management
Configuration Management
Customization
Dashboard
Data Extraction
Database
Distribution
Failover
Genesys
High Availability
Microsoft
Network Design
OAuth
Oracle
Oracle Db
Performance Tuning
Policy Administration
ROOT
Real-time
Reporting
Routing
SAP
SLA
SQL
Sap Businessobjects
Scheduling
Systems Architecture
URS
Version Control
Workflow
Genesys InfoMart
SAP BusinessObjects (BO)

Job Details

Interview Process: Candidates submitted must be willing to come onsite (Lansing, MI) for interviews if necessary. A screenshot photo of the candidate will be required for any interviews, as well as a vendor present at the beginning of any MS Teams interview to validate the candidate.

Remote or On-site: Accepting local candidates and non-local candidates willing to relocate at their own expense with no delays. The position will be hybrid, in the office 2 days a week upon start, and there is NO REMOTE-ONLY option.

Hybrid Role

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
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