Job summary: Title: Genesys Developer- Hybrid Location: Lansing, MI, United States Length and terms: Long term - W2 or C2C Position created on 09/26/2025 06:43 pm Job description: *** Very long term project initial PO for 1 year and usually the project goes for 3-5 years with this customer*** *** Hybrid*** Complete Description: 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 Required Skills: + 3-5+ years for the overall Genesys administration/IWD support experience + Java—Used for building/maintaining routing strategies, APIs, and integration components in Genesys environment 3-5+ years + JavaScript—Used in web services, APIs, and Genesys Workspace customizations 3-5+ years + Oracle Database—Writing SQL queries, stored procedures, and analyzing configuration/reporting data from Genesys DBs 3-5+ years Contact the recruiter working on this position: The recruiter working on this position is MANOJ Kumar Akkapelly(Raghu Team) His/her contact number is His/her contact email is manojk@msysinc.com Our recruiters will be more than happy to help you to get this contract.