Quantam Solutions
Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Senior Genesys Developer. We are accepting local candidates and non-local candidates willing to relocate at their own expense with no delays. Interviews will be held in person in Lansing, MI. There is no option for a video interview. The work schedule is hybrid, consisting of two days a week onsite in Lansing, MI. There is no option for a fully remote work schedule. A Bachelor's Degree is required for this position.
Required Skill Sets:
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, and Message Server. 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.
Required Skill Sets:
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, and Message Server. 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.