What are the responsibilities and job description for the Programmer Analyst 6 - Sr. Genesys Developer position at HighCloud Solutions?
Title: Programmer Analyst 6 - Sr. Genesys Developer
Location: Lansing, MI (Hybrid Locals Only)
Duration: 12 Months
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