What are the responsibilities and job description for the Genesys Solution Architect – IWD & Routing Systems position at Intellibee Inc?
Genesys Solution Architect – IWD & Routing Systems, Lansing, MI, US
Sr. Genesys Developer
Genesys Architecture
Sr. Genesys Developer
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
- 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
- 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
- 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
- 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
- Configuration of file monitoring for ingestion of documents into work queues
- Automation of document classification and routing to appropriate agents or queues
- 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
- 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
- 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
- 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
- Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis
- System health monitoring, alerting, and performance tuning
- 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
