Programmer Analyst 6 - Sr. Genesys Developer

Codetech • Lansing, MI

2d

About The Position

The Senior Genesys Developer will design, configure, administer, and troubleshoot on-premises Genesys environments. The role covers Genesys architecture and core framework components, Intelligent Workload Distribution (IWD), routing and workflow design, file and email ingestion, real-time and historical reporting, Oracle database integration, and system monitoring. The posting also lists Kubernetes as a required skill.

Requirements

• Kubernetes skill.
• Deep understanding of Genesys system architecture and component interactions, including Interaction Server, URS, Stat Server, Config Server, and Message Server.
• Experience administering core Genesys components and using Configuration Manager (CME) and Genesys Administrator Extension.
• Experience configuring IWD, designing its end-to-end routing, and implementing rules and policy management.
• Experience developing Genesys routing strategies and multi-channel workflows.
• Experience configuring File Server Capture and automating document ingestion, classification, and routing.
• Experience integrating email through Microsoft Graph API, including OAuth2 authentication, email parsing, and conversion to work items.
• Experience configuring Genesys Pulse and Stat Server for real-time dashboards, metrics, and performance.
• Experience with Genesys InfoMart and SAP BusinessObjects reporting.
• Strong understanding of Oracle database tables and schema design, and ability to write complex SQL queries.
• Experience integrating Oracle databases with Genesys reporting and routing workflows.
• Experience with Genesys logs, Pulse, ICON, and historical data for troubleshooting and root-cause analysis.

Responsibilities

• Design scalable, highly available, and secure on-premises Genesys environments, including sizing, network design, and failover strategies.
• Administer Genesys components, including Config Server, Stat Server, Message Server, and T-Server; manage applications, agents, tenants, and system-level objects with Configuration Manager (CME) and Genesys Administrator Extension.
• Configure IWD positions, workbins, and workload types, and design end-to-end routing for work, email, File Server Capture, and API-based interactions.
• Implement SLA-based prioritization, segmentation, and distribution logic, including dynamic IWD rules for prioritization, eligibility, assignment, and escalation; manage rule policies and version control.
• Develop routing strategies with Genesys Composer or Architect and design multi-channel workflows, skills-based routing, business rules, and conditional flows.
• Configure file monitoring to ingest documents into work queues and automate document classification and routing.
• Integrate mailboxes through Microsoft Graph API for email ingestion; configure authentication, parsing, conversion to work items, and inbound email routing logic.
• Configure and customize Genesys Pulse dashboards and real-time KPIs; monitor queue, agent, and system-level metrics and tune Stat Server for real-time performance.
• Design historical reports using Genesys InfoMart data and create, schedule, and analyze reports with SAP BusinessObjects.
• Analyze performance, SLA adherence, and capacity using reporting data; write SQL queries for reporting, extraction, and troubleshooting, and integrate Oracle databases with Genesys reporting and routing workflows.
• Use Genesys logs, Pulse, ICON, and historical data for root-cause analysis; monitor system health, alerting, and performance.

What This Job Offers

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