- Company Name
- DRS IT Solutions Inc
- Job Title
- Sr. Genesys Developer
- Job Description
-
Job Title: Sr. Genesys Developer
Role Summary:
Senior developer responsible for designing, implementing, and maintaining on‑prem Genesys environments. Leads architecture, component administration, intelligent workload distribution (IWD), routing, workflow, and reporting across multi‑channel interactions. Ensures high availability, scalability, security, and performance while integrating legacy systems (Oracle, SAP BO) and modern APIs (Microsoft Graph).
Expectations:
- Must be a U.S. citizen and reside within 90 miles of Lansing, MI.
- Hybrid work model: on‑site 2 days per week; no remote‑only option.
- Employment through W2/1099; no C2C/vendor referrals.
Key Responsibilities:
- Design on‑prem Genesys architecture, sizing, network, and failover strategies.
- Administer core components (Interaction Server, URS, Stat Server, Config Server, Message Server, T‑Server).
- Configure, manage, and tune Geneys Intellivision Workload Distribution (IWD) – positions, workbins, SLA‑based routing, rules engine.
- Build routing strategies using Genesys Composer/Architect for email, file capture, work items, and APIs.
- Set up file server capture interfaces; automate document classification and queue routing.
- Integrate Microsoft Graph API for email ingestion; handle OAuth2, parsing, and conversion to work items.
- Configure and customize Genesys Pulse dashboards; monitor real‑time KPIs and tune Stat Server.
- Develop historical reports with InfoMart and SAP BusinessObjects; schedule and analyze performance/SLA data.
- Write complex Oracle SQL queries; maintain schema integration with Genesys reporting and routing.
- Conduct root‑cause analysis using Logs, Pulse, ICON, and historical data; implement health alerts and performance tuning.
Required Skills:
- Deep knowledge of on‑prem Genesys architecture and component interactions.
- Proficiency with Configuration Manager (CME) and Genesys Administrator Extension.
- Experience designing and managing IWD positions, workbins, SLA rules, and dynamic routing logic.
- Skilled in Genesys Composer/Architect for multi‑channel workflow creation.
- Expertise in file server capture configuration and automated document routing.
- Strong integration skills with Microsoft Graph API; OAuth2, email parsing, content rules.
- Competent in Genesys Pulse customization, real‑time KPI monitoring, and Stat Server tuning.
- Ability to design and develop reports using InfoMart data structures and SAP BusinessObjects.
- Solid understanding of Oracle database design and advanced SQL query writing.
- Proficiency with monitoring tools (Pulse, ICON) and performance troubleshooting.
- Familiarity with policy management, version control for IWD rules, and best‑practice deployment.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Genesys Architect or Intellivision Specialty certifications preferred.
- Oracle Database certification (e.g., Oracle Certified Associate) advantageous.