Programmer Analyst 6

Lansing, IL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

Interview Process: Candidates submitted must be willing to come onsite (Lansing MI) for interviews if necessary.

Duration: 1 year with possible extension.

Remote or On-site: Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays. Position will be hybrid in office 2 days a week upon start and there is NO REMOTE ONLY option.

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

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 customizat...