Description

You will own the development and administration of Genesys systems.

Responsibilities

• Design scalable, high-availability, and secure Genesys environments, detailing component interactions (Interaction Server, URS, Stat Server, etc.).
• Configure and manage Genesys Intelligent Workload Distribution (IWD), including defining positions, workbins, and end-to-end routing logic.
• Develop routing strategies using Genesys Composer or Architect, handling multi-channel workflows (Email, File Capture).
• Integrate email ingestion via Microsoft Graph API, implementing OAuth2 and parsing logic to convert mail to work items.
• Design and implement routing rules using the IWD Rules Engine for prioritization, eligibility, and escalation.

Required Skills

• 5+ years of experience with Genesys administration and IWD support.
• 3+ years developing routing strategies, APIs, and integration components using Java within a Genesys environment.
• 3+ years developing web services and customizations using JavaScript for Genesys Workspace.
• 3+ years writing complex SQL queries and stored procedures against Oracle Databases.
• Deep understanding of Genesys system architecture, including Config Server, Stat Server, and Message Server administration.
• Experience designing and tuning systems for high availability and failover strategies.
• Proficiency with configuration tools such as Configuration Manager (CME).
• Familiarity with SAP BusinessObjects (BO) for historical reporting and data analysis.
• Experience with OAuth2 authentication and file monitoring interfaces.

Key Skills

Education

Any Gradute