Sr Genesys IWD Developer (IN PERSON INTERVIEW)

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Title: Sr Genesys IWD Developer

Location: Lansing, MI

Type: Contract

Mode of Interview :: IN PERSON

Job Description:

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
  
  

Regards

Dharma Teja Kotagiri

ERP Analysts, Inc.

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