Technical Skills Required for Genesys Intelligent Workload Distribution (iWD)Genesys ArchitectureDeep understanding of Genesys On-Prem system architecture.Design of scalable, high-availability, and secure Genesys environments.Expertise in component interactions :Interaction Server, URS, Stat Server, Config Server, Message Server, etc.Experience with environment sizing, network design, and failover strategies.Genesys Framework ManagementAdministration 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 EngineDesign and implementation of routing rules using the IWD Rules Engine.Development of dynamic rules for prioritization, eligibility, assignment, and escalation.Experience with policy management and version control of rules.Routing & Workflow DesignDevelopment of routing strategies using Genesys Composer or Architect.Multi-channel workflow design (Email, File Capture, Work Items).Experience with skills-based routing, business rules, and conditional flows.File Server Capture InterfaceConfiguration of file monitoring for document ingestion into work queues.Automation of document classification and routing to appropriate agents or queues.Email Integration / Microsoft Graph APIIntegration 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 DatabaseStrong 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 & TroubleshootingExperience using Genesys logs, Pulse, ICON, and historical data for root cause analysis.System health monitoring, alerting, and performance tuning..
Genesys/ iWD /Remote • Lansing, MI, United States
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