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

Top Skills & Years of 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

Technical Skills Required for Genesys intelligent Workload Distribution (iWD):

• 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