Programmer Analyst 6 - Sr. Genesys Developer

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

CCS Global Tech is a rapidly growing Information Technology company with a diverse portfolio of technology products and services and a large network of industry partnerships. With over 22 years of being a successful business with a global talent pool and presence, CCS is a certified Microsoft Gold Partner and specializes in delivering expert Microsoft based solutions for technical and business needs. We have been recognized by Inc. 500 Magazine as one of the fastest growing small companies in the Unites States.

we are a Tier 1 vendor for the City and County of San Francisco for Cloud Services, Staffing Services and Training Services. For this multi-year opportunity with a diverse set of needs to address, we are currently focusing on establishing partnerships with individuals as well as companies who can help us enhance our overall service portfolio, cut lead times, and ultimately help us deliver successfully. We currently hold sizable Government accounts in the San Francisco bay area including City and County of San Francisco, San Mateo County, and Santa Clara County.

We take great pride in our global reach and local influence. Your experience alongside our highly skilled and talented internal team who guide you along the way, offers key insights into what helps you stand out in a competitive job market.

If you are a partner company, please submit resumes with contact information of your own W2 Consultants only. Submitted consultants are expected to have excellent communication skills.

Qualification

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
  
  

Mandatory Skills:

• 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