Programmer Analyst

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
  
  

Top Skills & Years Of Experience

• 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
  
  

Additional Info

At FastTek Global, Our Purpose is Our People and Our Planet . We come to work each day and are reminded we are helping people find their success stories . Also, Doing the right thing is our mantra . We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years !

FastTek Global is a financially strong, privately held company that is 100% consultant and client focused .

We've differentiated ourselves by being fast, flexible, creative and honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Benefits

Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
  
  

Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 , 2020, 2021, 2022, and 2023!

To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork

Follow us on Twitter: https://twitter.com/fasttekglobal

Follow us on Instagram: https://www.instagram.com/fasttekglobal

Find us on LinkedIn: https://www.linkedin.com/company/fasttek

You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/

AI & Hiring Disclosure

We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.

All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.

If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.

Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.

To learn more or exercise your rights, please contact us at info@fasttek.com.