Programmer Analyst Genesys Developer

Come build, innovate, disrupt, and thrive!

KēSTA I.T is actively seeking a Genesys Architect foran immediate contract engagement with our government client.

Work Location : This position is Hybrid

Job Description :

We are seeking an experienced Genesys Architect / Systems Engineer to design, manage, and optimize an enterprise-level Genesys contact center environment. This role requires deep technical knowledge of Genesys architecture, routing strategy development, intelligent workload distribution, reporting, and integrations across communication channels. The ideal candidate will possess hands-on experience supporting large-scale on-prem Genesys environments and delivering high-availability, secure, and scalable solutions.

Responsibilities :

• Architect scalable and secure Genesys on-prem environments with appropriate sizing, network design, and failover strategies.
• Manage core Genesys framework components including Config Server, Stat Server, Message Server, and T-Server .
• Design and maintain routing strategies using Genesys Composer or Architect for multi-channel workflows.
• Administer system objects, agents, tenants, and applications through CME and Genesys Administrator Extension .
• Configure and manage Intelligent Workload Distribution (IWD) routing, workbins, workload types, and SLA-driven logic.
• Implement and maintain rule sets using the IWD Rules Engine , including prioritization, segmentation, and escalation criteria.
• Integrate email and workload items via Microsoft Graph API , including OAuth2 authentication and parsing logic.
• Configure file server capture interfaces for automated document ingest and routing.
• Develop real-time dashboard monitoring using Genesys Pulse , supporting queue, agent, and performance metric transparency.
• Utilize Genesys InfoMart and SAP BusinessObjects (BO) for historical reporting, capacity planning, and SLA analysis.
• Perform troubleshooting and performance tuning using logs, ICON, Pulse metrics, and historical data.
• Write complex SQL queries and assist with Oracle DB schema usage for reporting and workflow integrations.
• Required Skills :
• Deep understanding of Genesys system architecture (On-Prem) and large-scale deployment management.
• Hands-on experience with core Genesys components including Interaction Server, URS, Stat Server, Config Server, and Message Server.
• Proven experience designing multi-channel routing strategies and workflows.
• Expertise configuring IWD , rule engines, prioritization logic, and policy management.
• Experience with Microsoft Graph API , OAuth2, and email workflow integrations.
• Proficiency with Oracle databases , SQL queries, and schema structures.
• Experience with Genesys Pulse , KPI dashboards, and real-time reporting configuration.
• Strong troubleshooting skills utilizing Genesys logs, performance tools, and system monitoring methods.

Available Benefits :

About KēSTA I.T. :

Our name says it all; KēSTA I.T. (Keys-to-I.T.) AND our people are our keys to our success!

KēSTA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM / ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.

If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!

Where do you want to go? We've got the keys! ~ KēSTA I.T.

WWW.KeSTAIT.COM