Lansing, MI IT DTMB Agency Services DHHS Programmer Analyst 6 Sr. Genesys Developer

Required skills/Experience

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

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

• 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 of file monitoring 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