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
Hace 8 días
Tipo de contrato
- A tiempo completo
- Quick Apply
Descripción del trabajoAdministration 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 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 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 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 Configuration of file monitoring for ingestion of documents into work queues Automation of document classification and routing to appropriate agents or queues 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 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 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 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 Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis System health monitoring, alerting, and performance tuning Key engagements over the last two years Describe how past work experience relates to this position JK Rowling
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
Genesys Intelligent Workload Distribution (IWD)
IWD Rules Engine
Routing & Workflow Design
File Server Capture Interface
Email Integration / Microsoft Graph API
Genesys Pulse (Real-Time Reporting)
Genesys InfoMart & SAP BusinessObjects (BO)
Oracle Database
Monitoring & Troubleshooting
QUESTION NEED TO ANSWER :
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 ."
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Distribution • Lansing, MI, United States
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