Genesys iWD Administrator

Job ID: MI-151234

Hybrid/Local Genesys iWD Administrator (5 pages resume) with Intelligent Workload Distribution (IWD), Graph API, Oracle/SQL, HA, OAuth2, InfoMart, Pulse, ICON, SAP BO, CME experience

Location: Lansing, MI (DTMB)
Duration: 12 Months
Position: 1
Remote or On-site: Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays. Position will be hybrid, in office 2 days a week upon start and there is NO REMOTE ONLY option.

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