Genesys iWD Remote

Deep understanding of Genesys On-Prem system architecture.

Design of scalable high-availability and secure Genesys environments.

Expertise in component interactions: Interaction Server URS Stat Server Config Server Message Server etc.

Experience with environment sizing network design and failover strategies.

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.

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.

Development of 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 Work Items).

Experience with skills-based routing business rules and conditional flows.

Configuration of file monitoring for document ingestion 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.