Job ID: MI-151234 (910391119)
Hybrid/Local Genesys iWD Administrator (5 pages resume) with Intelligent Workload Distribution (IWD), Graph API, Oracle/SQL, HA, OAuth2, InfoMart, Pulse, ICON, SAP BO, CME experience
Location: Lansing, MI (DTMB)
Duration: 12 Months
Position: 1
Remote or On-site: Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays. Position will be hybrid, in office 2 days a week upon start and there is NO REMOTE ONLY option.
Technical Skills Required for
Genesys intelligent Workload Distribution (iWD):
Genesys Architecture
• Deep understanding of Genesys system architecture On-Prem
• Design of scalable, high-availability, and secure Genesys environments
• Expertise in component interactions: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.
• Experience in environment sizing, network design, and failover strategies
Genesys Framework Management
• Administration of core Genesys components: Config Server, Stat Server, Message Server, T-Server
• Hands-on experience with Configuration Manager (CME) and Genesys Administrator Extension
• Managing applications, agents, tenants, and system-level objects
Genesys Intelligent Workload Distribution (IWD)
• Configuration of IWD positions, workbins, and workload types
• End-to-end routing design for IWD Work, Email, File Server Capture, and API-based interactions
• SLA-based prioritization, segmentation, and distribution logic
IWD Rules Engine
• Design and implementation of routing rules using the IWD Rules Engine
• Dynamic rules for prioritization, eligibility, assignment, and escalation
• Experience with policy management and version control of rules
Routing & Workflow Design
• Development of routing strategies using Genesys Composer or Architect
• Multi-channel workflow design (email, File Capture and work items)
• Experience with skills-based routing, business rules, and conditional flows
File Server Capture Interface
• Configuration of file monitoring for ingestion of documents into work queues
• Automation of document classification and routing to appropriate agents or queues
Email Integration / Microsoft Graph API
• Integration of mailboxes via Microsoft Graph API for email ingestion
• Experience with OAuth2 authentication, email parsing, and conversion to work items
• Routing logic for inbound email based on headers, subject, or content rules
Genesys Pulse (Real-Time Reporting)
• Configuration and customization of Pulse dashboards and real-time KPIs
• Monitoring queue, agent, and system-level metrics
• Stat Server configuration and tuning for real-time performance
Genesys InfoMart & SAP BusinessObjects (BO)
• Design of historical reports using Genesys InfoMart data structures
• Report creation, scheduling, and analysis using SAP BO
• Data analysis for performance, SLA adherence, and capacity planning
Oracle Database
• 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
Monitoring & Troubleshooting
• Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis
• System health monitoring, alerting, and performance tuning
SOMI Candidate Cover Sheet.docx