Genesys Solution Architect

State of MI • Lansing, MI

3d

About The Position

This role requires a Genesys Solution Architect with deep understanding of Genesys system architecture, focusing on On-Prem deployments. The architect will be responsible for designing scalable, high-availability, and secure Genesys environments, with expertise in component interactions such as Interaction Server, URS, Stat Server, Config Server, and Message Server. Experience in environment sizing, network design, and failover strategies is crucial. The role also involves administration of core Genesys components, configuration of Intelligent Workload Distribution (IWD), design and implementation of routing rules using the IWD Rules Engine, and development of routing strategies using Genesys Composer or Architect for multi-channel workflows. Integration of email via Microsoft Graph API and configuration of Genesys Pulse for real-time reporting are key responsibilities. Additionally, the architect will design historical reports using Genesys InfoMart and SAP BusinessObjects, possess a strong understanding of Oracle databases and SQL, and be proficient in monitoring and troubleshooting Genesys systems using logs, Pulse, ICON, and historical data.

Requirements

• Deep understanding of Genesys system architecture (On-Prem).
• Expertise in component interactions: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.
• Experience in environment sizing, network design, and failover strategies.
• Administration of core Genesys components: Config Server, Stat Server, Message Server, T-Server.
• Hands-on experience with Configuration Manager (CME) and Genesys Administrator Extension.
• Configuration of IWD positions, workbins, and workload types.
• End-to-end routing design for IWD Work, Email, File Server Capture, and API- based interactions.
• Design and implementation of routing rules using the IWD Rules Engine.
• Development of routing strategies using Genesys Composer or Architect.
• Multi-channel workflow design (email, File Capture and work items).
• Configuration of file monitoring for ingestion of documents into work queues.
• Experience with Microsoft Graph API for email integration.
• Experience with OAuth2 authentication, email parsing, and conversion to work items.
• Configuration and customization of Genesys Pulse dashboards and real-time KPIs.
• Design of historical reports using Genesys InfoMart data structures.
• Report creation, scheduling, and analysis using SAP BusinessObjects.
• 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.
• Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis.
• System health monitoring, alerting, and performance tuning.

Nice To Haves

• Experience with policy management and version control of rules.
• Experience with skills-based routing, business rules, and conditional flows.
• Automation of document classification and routing to appropriate agents or queues.
• Routing logic for inbound email based on headers, subject, or content rules.
• Monitoring queue, agent, and system-level metrics.
• Stat Server configuration and tuning for real-time performance.
• Data analysis for performance, SLA adherence, and capacity planning.

Responsibilities

• Design scalable, high-availability, and secure Genesys environments (On-Prem).
• Administer core Genesys components: Config Server, Stat Server, Message Server, T-Server.
• Configure IWD positions, workbins, and workload types.
• Design and implement routing rules using the IWD Rules Engine.
• Develop routing strategies using Genesys Composer or Architect for multi-channel workflows.
• Configure file monitoring for ingestion of documents into work queues.
• Integrate mailboxes via Microsoft Graph API for email ingestion.
• Configure and customize Genesys Pulse dashboards and real-time KPIs.
• Design historical reports using Genesys InfoMart data structures.
• Create, schedule, and analyze reports using SAP BusinessObjects.
• Write complex SQL queries for reporting, data extraction, and troubleshooting.
• Perform root cause analysis using Genesys logs, Pulse, ICON, and historical data.
• Monitor system health, set up alerting, and tune performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed