Sr. Genesys Developer

We are seeking an experienced Genesys Solution Architect to design, implement, and manage complex Genesys environments. The ideal candidate will have deep expertise in Genesys architecture, routing strategies, workload distribution, and reporting solutions. This role involves working on high-availability systems, integrating multi-channel workflows, and ensuring optimal performance across all Genesys components.

Key Responsibilities

• Genesys Architecture

• Design scalable, secure, and high-availability Genesys environments (On-Prem).
• Define environment sizing, network design, and failover strategies.
• Ensure seamless interaction between components such as Interaction Server, URS, Stat Server, Config Server, and Message Server.

• Framework Management

• Administer core Genesys components (Config Server, Stat Server, Message Server, T-Server).
• Utilize Configuration Manager (CME) and Genesys Administrator Extension for system management.
• Manage applications, agents, tenants, and system-level objects.
• Intelligent Workload Distribution (IWD)
• Configure IWD positions, workbins, and workload types.
• Design end-to-end routing for work items, email, file capture, and API-based interactions.
• Implement SLA-based prioritization and segmentation logic.
• Routing & Workflow Design
• Develop routing strategies using Genesys Composer or Architect.
• Create multi-channel workflows (email, file capture, work items).
• Implement skills-based routing and conditional flows.
• Integration & Reporting
• Configure File Server Capture and automate document classification.
• Integrate email ingestion via Microsoft Graph API with OAuth2 authentication.
• Customize Genesys Pulse dashboards and real-time KPIs.
• Design historical reports using Genesys InfoMart and SAP BusinessObjects.
• Database & Troubleshooting
• Work with Oracle DB for schema design and complex SQL queries.
• Monitor system health, analyze logs, and perform root cause analysis.

Technical Expertise

• 7+ years of experience with Genesys platform architecture and administration.
• Strong knowledge of Genesys components: Interaction Server, URS, Stat Server, Config Server, Message Server.
• Hands-on experience with IWD configuration and Rules Engine.
• Proficiency in routing and workflow design using Genesys Composer or Architect.
• Experience with Microsoft Graph API integration and OAuth2.

Reporting & Database

• Familiarity with Genesys Pulse, InfoMart, and SAP BusinessObjects.
• Strong SQL skills and Oracle database experience.

Additional Skills

• Excellent troubleshooting and performance tuning capabilities.
• Ability to design scalable, secure, and high-availability environments.
• Strong communication and documentation skills.

Preferred

• Genesys certifications (e.g., Genesys Certified Professional).
• Experience in multi-channel contact center environments.