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Job summary:

Title:

Genesys Developer- Hybrid

Location:

Lansing, MI, United States

Length and terms:

Long term - W2 or C2C

Position created on 09/26/2025 06:43 pm

Job description:

* Very long term project initial PO for 1 year and usually the project goes for 3-5 years with this customer*** *** Hybrid*

Complete Description:

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

Required Skills:

+ 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

Contact the recruiter working on this position:

The recruiter working on this position is MANOJ Kumar Akkapelly(Raghu Team)

His/her contact number is His/her contact email is [email protected]

Our recruiters will be more than happy to help you to get this contract.