Sr. Genesys Developer (Genesys intelligent Workload Distribution (iWD)

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Sr. Genesys Developer Genesys intelligent Workload Distribution (iWD)

The selected candidate will work a hybrid schedule consisting of two (2) days each week onsite in Lansing, MI and three (3) days each week remotely.

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

dministration 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 utomation 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

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***