Genesys Administrator/Engineer

Location: Lansing, MI (Local candidates strongly preferred i.e. – 2 hour commute from Lansing)

Contract Type: 12 month initial term

Hybrid – 2 days per week in office

We’re seeking an experienced Genesys Administrator/Engineer with hands-on expertise in Intelligent Workload Distribution (IWD) to support, configure, and enhance a complex Genesys environment. This role focuses on multi-channel workload routing, rules-based prioritization, and integration with Oracle databases and external APIs.

Key Responsibilities

• Design, configure, and maintain Genesys on-prem environments, ensuring scalability, high availability, and security
  
• Administer core Genesys components (Config Server, Stat Server, Message Server, T-Server) via CME and Genesys Administrator Extension
  
• Configure IWD positions, workbins, and workload types for email, file capture, and API-based interactions
  
• Develop and implement routing strategies using Genesys Composer/Architect and the IWD Rules Engine
  
• Integrate mailboxes via Microsoft Graph API and automate routing logic for inbound email
  
• Configure and monitor file server capture interfaces, automate document classification, and direct to work queues
  
• Create and customize Genesys Pulse dashboards and KPIs for real-time performance monitoring
  
• Design historical reports using Genesys InfoMart and SAP BusinessObjects (BO); extract data using Oracle SQL
  

Requirements

• 3–5+ years Genesys administration with Intelligent Workload Distribution (IWD) support
  
• 3–5+ years Java (routing strategies, APIs, integration components)
  
• 3–5+ years JavaScript (web services, APIs, Workspace customizations)
  
• 3–5+ years Oracle database (SQL queries, stored procedures, data analysis)
  
• Strong experience with routing/workflow design, SLA-based prioritization, and multi-channel workload routing
  
• Proficient in troubleshooting using Genesys logs, Pulse, ICON, and historical data
  

Preferred

• Experience with file server capture, Microsoft Graph API integration, and OAuth2 authentication
  
• Skills-based routing and complex business rules in Genesys Composer or Architect
  
• Performance tuning and capacity planning for large-scale Genesys deployments
  

Vital Tech Solutions is an Equal Opportunity Affirmative Action employer. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits promotions, training, termination or any other condition of employment or career development.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, veteran status, disability status or any other legally protected status.