Programmer Analyst 6 - Sr. Genesys Developer

Job Title : Programmer Analyst 6 - Sr. Genesys Developer

Location : Lansing, MI

Employment Type : Contract(C2C)

About Us

DMV IT Service LLC, founded in 2020, is a trusted IT consulting firm specializing in IT infrastructure optimization, cybersecurity, networking, and staffing solutions. We partner with clients to achieve technology goals through expert guidance, workforce support, and innovative solutions. With a client-focused approach, we also provide online training and job placements, ensuring long-term IT success.

Job Purpose

The purpose of this role is to provide technical leadership in building secure, scalable, and high-availability Genesys solutions. The candidate will oversee system design, routing strategies, workload distribution, and reporting to ensure optimized customer interactions across multiple channels.

Requirements

Key Responsibilities

• Genesys Architecture
• Design and configure on-premise Genesys environments for scalability, security, and high availability.
• Define environment sizing, network design, and failover strategies.
• Ensure efficient interaction among core Genesys components such as Interaction Server, URS, Stat Server, Config Server, and Message Server.
• Framework Administration
• Manage core components including Config Server, Stat Server, Message Server, and T-Server.
• Utilize Configuration Manager (CME) and Genesys Administrator Extension for system management.
• Maintain applications, tenants, agents, and system objects.
• Intelligent Workload Distribution (IWD)
• Configure positions, workbins, and workload types.
• Develop end-to-end routing for IWD work items, email, file capture, and API-based interactions.
• Implement SLA-based prioritization and workload segmentation.
• IWD Rules Engine
• Build dynamic routing rules for prioritization, eligibility, assignment, and escalation.
• Manage rule policies and maintain version control.
• Routing & Workflow Design
• Develop routing workflows with Genesys Composer or Architect.
• Configure multi-channel workflows across email, file capture, and work items.
• Implement skills-based routing and business logic with conditional flows.
• File Server Capture
• Set up automated file monitoring and document ingestion into work queues.
• Design workflows for classification and routing of documents.
• Email Integration
• Integrate mailboxes via Microsoft Graph API for email ingestion.
• Configure OAuth2 authentication and parsing logic for email-to-work item conversion.
• Define routing based on email content, subject, or headers.
• Real-Time Reporting (Genesys Pulse)
• Build and customize Pulse dashboards to monitor KPIs.
• Configure Stat Server for optimized real-time reporting.
• Historical Reporting (Genesys InfoMart & SAP BO)
• Develop and schedule reports using InfoMart and SAP Business Objects.
• Conduct data analysis for SLA performance, capacity planning, and operational efficiency.
• Database & SQL (Oracle)
• Understand Oracle DB schema and tables.
• Write advanced SQL queries for troubleshooting, reporting, and integrations.
• Support data workflows between Oracle databases and Genesys.
• System Monitoring & Troubleshooting
• Use Genesys logs, ICON, Pulse, and reporting data for root cause analysis.
• Perform system monitoring, tuning, and proactive issue resolution.

Required Skills & Experience