Sr. Genesys Developer

Job Title: Sr. Genesys Developer

Location with zip code: Lansing, MI 48933

Duration: 1 year

Pay Rate: $70-$75/Hour

Interview: At least 1 Years from projected start date.

Job Description:

• 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

Required Skills:

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 Info Mart & SAP Business Objects (BO):

• Design of historical reports using Genesys Info Mart 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.