What are the responsibilities and job description for the Immediate Opening: Sr. Genesys Developer | Hybrid | Long-Term Contract position at Shiro Technologies?
Job Details
We are seeking an experienced Sr. Genesys Developer with strong hands-on expertise in Genesys On-Prem architecture, routing, workload distribution, integrations, and reporting. This role involves designing, configuring, and optimizing Genesys solutions to support enterprise contact center operations.
Key Responsibilities
Genesys Architecture :
Deep understanding of Genesys On-Prem architecture
Design scalable, high-availability, secure Genesys environments
Strong knowledge of core components: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.
Experience with environment sizing, network design, and failover strategies
Genesys Framework Management :
Administration of Config Server, Stat Server, Message Server, T-Server
Hands-on experience with CME and Genesys Administrator Extension (GAX)
Managing agents, applications, tenants, and system objects
Genesys Intelligent Workload Distribution (IWD) :
Configuration of IWD positions, workbins, and workloads
End-to-end routing design for IWD Work, Email, File Server Capture, API interactions
SLA-based prioritization, segmentation, and routing logic
IWD Rules Engine :
Design and implement dynamic rules for prioritization, eligibility, assignment, escalation
Experience with policy management and version control
Routing & Workflow Design :
Develop routing strategies using Genesys Composer or Genesys Architect
Multi-channel workflows (Email, File Capture, Work Items)
Experience with skills-based routing and business rules
File Server Capture Interface :
Configure file monitoring and ingestion of documents into queues
Automate document classification and routing
Email Integration / Microsoft Graph API :
Integrate email using Microsoft Graph API
Experience with OAuth2, email parsing, and work item creation
Routing based on email headers, subject, and content
Genesys Pulse (Real-Time Reporting) :
Configure and customize Pulse dashboards and real-time KPIs
Monitor queues, agents, and system metrics
Tune Stat Server for real-time performance
Genesys InfoMart & SAP BusinessObjects :
Design historical reports using Genesys InfoMart
Build and schedule reports using SAP BO
Perform SLA, performance, and capacity analysis
Oracle Database :
Strong understanding of Oracle DB schemas
Ability to write complex SQL queries
Integrate Oracle data with routing and reporting workflows
Monitoring & Troubleshooting :
Perform root cause analysis using Genesys logs, Pulse, ICON, historical data
System health monitoring, alerting, and performance tuning
