Genesis IWD

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Genome International Corp, is seeking the following. Apply via Dice today!

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