Sr. Genesys Developer

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