Sr. Genesys Developer
Lansing MI Hybrid
One Year Contract
Please do not submit profiles of candidates who are not local to Michigan (MI).
Candidates with prior experience working for State Government clients are preferred.
Interview Process : Candidates submitted must be willing to come onsite (Lansing MI) for interviews if necessary
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.
Top Skills & Years of Experience :
- 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.
Genesys Architecture
Deep understanding of Genesys system architecture On-PremDesign of scalable high-availability and secure Genesys environmentsExpertise in component interactions : Interaction Server URS Stat Server Config Server Message Server etc.Experience in environment sizing network design and failover strategiesGenesys Framework Management
Administration of core Genesys components : Config Server Stat Server Message Server T-ServerHands-on experience with Configuration Manager (CME) and Genesys Administrator ExtensionManaging applications agents tenants and system-level objectsGenesys Intelligent Workload Distribution (IWD)
Configuration of IWD positions workbins and workload typesEnd-to-end routing design for IWD Work Email File Server Capture and API-based interactionsSLA-based prioritization segmentation and distribution logicIWD Rules Engine
Design and implementation of routing rules using the IWD Rules EngineDynamic rules for prioritization eligibility assignment and escalationExperience with policy management and version control of rulesRouting & Workflow Design
Development of routing strategies using Genesys Composer or ArchitectMulti-channel workflow design (email File Capture and work items)Experience with skills-based routing business rules and conditional flowsFile Server Capture Interface
Configuration of file monitoring for ingestion of documents into work queuesAutomation of document classification and routing to appropriate agents or queuesEmail Integration / Microsoft Graph API
Integration of mailboxes via Microsoft Graph API for email ingestionExperience with OAuth2 authentication email parsing and conversion to work itemsRouting logic for inbound email based on headers subject or content rulesGenesys Pulse (Real-Time Reporting)
Configuration and customization of Pulse dashboards and real-time KPIsMonitoring queue agent and system-level metricsStat Server configuration and tuning for real-time performanceGenesys InfoMart & SAP BusinessObjects (BO)
Design of historical reports using Genesys InfoMart data structuresReport creation scheduling and analysis using SAP BOData analysis for performance SLA adherence and capacity planningOracle Database
Strong understanding of Oracle DB Tables and schema designWriting complex SQL queries for reporting data extraction and troubleshootingExperience integrating Oracle databases with Genesys reporting and routing workflowsMonitoring & Troubleshooting
Experience using Genesys logs Pulse ICON and historical data for root cause analysisSystem health monitoring alerting and performance tuningKey Skills
Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients
Employment Type : Full Time
Experience : years
Vacancy : 1