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Sr. Genesys Developer

Careers Integrated Resources Inc Lansing, MI (Onsite) Contractor
Job Title: Programmer Analyst 6 - Sr. Genesys Developer
Location: Lansing, MI (hybrid in office 2 days a week)
Duration: 12 Months

Job Description:
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
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Job Snapshot

Employee Type

Contractor

Location

Lansing, MI (Onsite)

Job Type

Information Technology

Experience

Not Specified

Date Posted

09/26/2025

Job ID

25-61098

Apply to this job.

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