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Programmer Analyst 6 - Sr. Genesys Developer

Jobs via DiceLansing, MI, United States

1 day ago

Job type

Full-time

Job description

Programmer Analyst 6 - Sr. Genesys Developer

Lansing, MI

Duration : 1 year with possible extension.

Employment type : Full-time

Job Overview

Aroha Technologies is seeking a Senior Genesys Developer for a 1-year contract with possible extension. Candidates must be willing to come onsite for interviews and potentially relocate. The role is hybrid : in office 2 days a week upon start.

Interview Process

Candidates submitted must be willing to come onsite in Lansing, MI for interviews.

Remote / Onsite

Hybrid : in office 2 days a week upon start. No remote-only option. Local and non-local candidates willing to relocate at their own expenses are accepted.

Top Skills & Years of Experience

3-5+ years overall Genesys administration / IWD support experience.
3-5+ years Java experience building / maintaining routing strategies, APIs, and integration components in Genesys environment.
3-5+ years JavaScript experience in web services, APIs, and Genesys Workspace customizations.
3-5+ years Oracle Database experience writing SQL queries, stored procedures, and analyzing configuration / reporting data from Genesys DBs.

Technical Skills for Genesys Intelligent Workload Distribution (iWD)

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 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.

Job Requirements

Mid‑Senior level experience.

Full‑time employment.

Engineering and Information Technology background.

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Programmer Analyst • Lansing, MI, United States

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