Genesys intelligent Workload Distribution (iWD)Stellent IT LLC • Lansing, MI, United States

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Genesys intelligent Workload Distribution (iWD)

Stellent IT LLC • Lansing, MI, United States

9 days ago

Job type

Full-time

Quick Apply

Job description

Role : Genesys intelligent Workload Distribution (iWD) :

Location : Lansing, MI (Onsite)

Job Type : Contract

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

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

QUESTION NEED TO ANSWER :

Key engagements over the last two years

Describe how past work experience relates to this position

Avinash Kumar Sr. IT Recruiter

Email- avinashk@stellentit.com Phone Number : +1 321 7856 062

STELLENT IT A Nationally Recognized Minority Certified Enterprise

" Happiness can be found, even in the darkest of times, if one only remembers to turn on the light ."

JK Rowling

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Distribution • Lansing, MI, United States

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