Description

Manage and develop solutions within the Genesys environment, focusing on Interaction Workflow Designer (IWD) routing, core component configuration, and real-time monitoring.

This role is hybrid.

Responsibilities

• Design and implement end-to-end routing for IWD, covering Work, Email, and File Server Capture.
• Develop routing strategies and integration components using Java for Genesys APIs.
• Configure and manage core Genesys components including Config Server and Stat Server.
• Develop dynamic routing rules using the IWD Rules Engine for prioritization and assignment.
• Configure and customize Genesys Pulse dashboards for real-time KPI monitoring.

Required Skills

• 3-5+ years experience in Genesys administration and IWD support.
• 3-5+ years experience using Java for building routing strategies and APIs in Genesys.
• 3-5+ years experience using JavaScript for Genesys Workspace customizations and APIs.
• 3-5+ years experience writing SQL queries and stored procedures against Oracle Database.
• Deep understanding of Genesys system architecture, including Interaction Server, URS, and Config Server.
• Expertise in designing scalable, high-availability Genesys environments and failover strategies.
• Proficiency in configuring IWD positions, workbins, and designing SLA-based distribution logic.
• Experience with multi-channel workflow design using Genesys Composer or Architect.
• Strong ability to monitor and troubleshoot system health using Genesys logs, Pulse, and ICON.

Preferred Skills

• Experience with multi-channel workflow design using Genesys Composer or Architect.
• Strong ability to monitor and troubleshoot system health using Genesys logs, Pulse, and ICON.

Key Skills

Education

Any Graduate