OP Consulting Group
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
Skills:
Genesys System Architecture, Genesys On-Prem Design, Genesys High Availability, Genesys Secure Environment, Genesys Interaction Server, Genesys URS, Genesys Stat Server, Genesys Config Server, Genesys Message Server, Genesys Framework Administration, Genesys CME, Genesys Administrator Extension, Genesys Application Management, Genesys Agent Management, Genesys Tenant Management, Genesys IWD Configuration, Genesys IWD Routing, IWD Workbins Setup, IWD Workload Distribution, SLA Based Routing, IWD Rules Engine, Genesys Routing Rules, Genesys Dynamic Routing, Genesys Workflow Design, Genesys Composer Development, Genesys Architect Development, Multichannel Workflow Genesys, Skills Based Routing Genesys, Business Rules Genesys, Conditional Flows Genesys, Genesys File Server Capture, Document Ingestion Genesys, Genesys Document Classification, Genesys Email Integration, Microsoft Graph API Genesys, OAuth2 Authentication Genesys, Genesys Email Routing, Genesys Pulse Reporting, Real-Time KPI Monitoring Genesys, Genesys Queue Monitoring, Genesys Agent Monitoring, Genesys Stat Server Tuning, Genesys InfoMart Reporting, SAP BO Reporting Genesys, Historical Reporting Genesys, Genesys SLA Adherence, Genesys Capacity Planning, Oracle Database Genesys Integration, Oracle SQL for Genesys, Genesys Data Extraction, Genesys Logs Analysis, Genesys ICON Monitoring, Genesys System Health Monitoring, Genesys Performance Tuning, Genesys Troubleshooting
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
Skills:
Genesys System Architecture, Genesys On-Prem Design, Genesys High Availability, Genesys Secure Environment, Genesys Interaction Server, Genesys URS, Genesys Stat Server, Genesys Config Server, Genesys Message Server, Genesys Framework Administration, Genesys CME, Genesys Administrator Extension, Genesys Application Management, Genesys Agent Management, Genesys Tenant Management, Genesys IWD Configuration, Genesys IWD Routing, IWD Workbins Setup, IWD Workload Distribution, SLA Based Routing, IWD Rules Engine, Genesys Routing Rules, Genesys Dynamic Routing, Genesys Workflow Design, Genesys Composer Development, Genesys Architect Development, Multichannel Workflow Genesys, Skills Based Routing Genesys, Business Rules Genesys, Conditional Flows Genesys, Genesys File Server Capture, Document Ingestion Genesys, Genesys Document Classification, Genesys Email Integration, Microsoft Graph API Genesys, OAuth2 Authentication Genesys, Genesys Email Routing, Genesys Pulse Reporting, Real-Time KPI Monitoring Genesys, Genesys Queue Monitoring, Genesys Agent Monitoring, Genesys Stat Server Tuning, Genesys InfoMart Reporting, SAP BO Reporting Genesys, Historical Reporting Genesys, Genesys SLA Adherence, Genesys Capacity Planning, Oracle Database Genesys Integration, Oracle SQL for Genesys, Genesys Data Extraction, Genesys Logs Analysis, Genesys ICON Monitoring, Genesys System Health Monitoring, Genesys Performance Tuning, Genesys Troubleshooting