Genesys Solution Architect
Job in
Lansing, Ingham County, Michigan, 48900, USA
Listed on 2026-07-08
Listing for:
American business solutions inc
Full Time
position Listed on 2026-07-08
Job specializations:
-
IT/Tech
Database Administrator, Unix/Linux, Data Engineering, Systems Engineer
Job Description & How to Apply Below
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
- 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
- SLA‑based prioritization, segmentation, and distribution logic
- 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
- 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
- Configuration of file monitoring for ingestion of documents into work queues
- Automation of document classification and routing to appropriate agents or queues
- 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
- 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
- Design of historical reports using Genesys Info Mart data structures
- Report creation, scheduling, and analysis using SAP BO
- Data analysis for performance, SLA adherence, and capacity planning
- 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
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