Sr. Genesys Developer

Youngsoft, Inc. ( is a global software solutions IT company, delivering digital enterprise business betterment since 1996. Through collaborative engagement and discovery with our clients and vendors, we co-create industry specialized digital products, applications software, process, programs, and project outcomes. Headquartered in metro-Detroit, we leverage "pods" of Subject Matter Experts, Business Analysts, Solutions Architects, Software Engineers, and Project Managers, fused with HyperCare through our Global Support Centers. Through inclusivity, we share a singular vision to deliver world-class measurable upside results to our customers. It takes a village – come join ours!

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

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