REQT Direct Client Sr. Genesys Developer Lansing, MI – HybridKSN Technologies. Inc • Lansing, Illinois, USA

REQT Direct Client Sr. Genesys Developer Lansing, MI – Hybrid

KSN Technologies. Inc • Lansing, Illinois, USA

20 days ago

Job type

Full-time

Job description

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-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

Key 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

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Sr Developer • Lansing, Illinois, USA

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