Genesys Developer - (Experience with administration/IWD support)

Job Title: Sr. Genesys Developer

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

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