What are the responsibilities and job description for the Sr. Genesys Developer (34387) position at Myticas Consulting?
Job Title: Sr. Genesys Developer
Location: Lansing, MI 48933 (Hybrid – Onsite 2 Days/Week)
Client: Myticas' Direct Client
Please NOTE: Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays. Position will be hybrid, in office 2 days a week upon start and there is NO REMOTE ONLY option.
Top Skills & Years Of Experience
This senior technical role is responsible for the architecture, implementation, and management of the Genesys Intelligent Workload Distribution (iWD) platform. The position requires deep expertise in the entire Genesys framework, including Config Server, Stat Server, and routing strategies, to design scalable, high-availability contact center solutions. Key duties include configuring iWD workflows, rules, and integrations (such as Microsoft Graph API for email) and developing custom reporting via Genesys InfoMart and SAP BusinessObjects. The professional will serve as the technical lead for environment sizing, complex troubleshooting, and ensuring optimal system performance and SLA adherence.
Technical Skills Required For Genesys Intelligent Workload Distribution (iWD)
Genesys Architecture
Location: Lansing, MI 48933 (Hybrid – Onsite 2 Days/Week)
Client: Myticas' Direct Client
Please NOTE: Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays. Position will be hybrid, in office 2 days a week upon start and there is NO REMOTE ONLY option.
Top Skills & Years Of Experience
- 3-5 years overall Genesys administration and IWD (Interaction Workspace Desktop) support experience
- Java: 3-5 years building/maintaining routing strategies, APIs, and integration components within Genesys environment
- JavaScript: 3-5 years developing web services, APIs, and Genesys Workspace customizations
- Oracle Database: 3-5 years writing SQL queries, stored procedures, and analyzing configuration/reporting data from Genesys databases
This senior technical role is responsible for the architecture, implementation, and management of the Genesys Intelligent Workload Distribution (iWD) platform. The position requires deep expertise in the entire Genesys framework, including Config Server, Stat Server, and routing strategies, to design scalable, high-availability contact center solutions. Key duties include configuring iWD workflows, rules, and integrations (such as Microsoft Graph API for email) and developing custom reporting via Genesys InfoMart and SAP BusinessObjects. The professional will serve as the technical lead for environment sizing, complex troubleshooting, and ensuring optimal system performance and SLA adherence.
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
- 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
