Genesys IWD Engineer

Genesys IWD Engineer

12 Month Contract

Hybrid - 2 days per week on site in Lansing, MI

Overview

We are seeking a highly skilled Genesys Engineer with deep expertise in Intelligent Workload Distribution (iWD), routing design, and multi-channel workflow orchestration. This role focuses on architecting, configuring, and optimizing enterprise-scale Genesys environments, ensuring highly available, secure, and efficient workload distribution across multiple channels.

Key Responsibilities

Genesys Architecture & Platform Engineering

• Design and support scalable, high-availability Genesys on-prem environments.

• Configure and maintain interaction across core components such as Interaction Server, URS, Stat Server, Config Server, and Message Server.

• Perform system sizing, network planning, and design of redundancy and failover strategies.

Genesys Framework Administration

• Administer Config Server, Stat Server, T-Server, Message Server, and related framework components.

• Manage system objects, tenants, agents, and applications using Configuration Manager (CME) and Genesys Administrator Extension.

Intelligent Workload Distribution (iWD)

• Configure iWD positions, workbins, and workload types.

• Design and implement routing for iWD work items, email ingestion, file capture workflows, and API-generated requests.

• Apply SLA-based routing, prioritization, and segmentation logic.

IWD Rules Engine

• Develop and maintain rules for eligibility, prioritization, assignment, and escalation.

• Manage policies and maintain proper version control within the rules engine.

Routing & Workflow Development

• Build advanced routing strategies using Genesys Composer or Architect.

• Design workflows for email, document capture, and work item processes.

• Implement skills-based routing, conditional logic, and business rule automation.

File Server Capture & Document Automation

• Configure file monitoring workflows for automated ingestion and classification.

• Route captured documents into appropriate queues and work groups.

Email Integration / Microsoft Graph API

• Integrate enterprise mailboxes via Microsoft Graph API for automated email ingestion.

• Configure OAuth2 authentication flows, message parsing, and conversion to work items.

• Apply routing logic based on email metadata and content.

Real-Time Monitoring & Reporting

• Configure Genesys Pulse dashboards and KPIs for real-time performance insights.

• Tune Stat Server settings to optimize real-time metric ingestion.

Genesys InfoMart & SAP BusinessObjects Reporting

• Design historical reports using InfoMart data models.

• Develop, schedule, and analyze reports using BusinessObjects.

• Use data to support capacity planning, trend analysis, and SLA performance tracking.

Oracle Database

• Work with Oracle database structures supporting Genesys reporting and routing.

• Write complex SQL queries for analysis, troubleshooting, and data extraction.

• Support integrations between Oracle data and Genesys workflows.

Monitoring, Troubleshooting & Optimization

• Conduct root cause analysis using logs, Pulse dashboards, ICON data, and historical reporting.

• Monitor system health, configure alerts, and perform performance tuning across components.

Requirements

• Strong, hands-on expertise with Genesys on-prem environments.

• Proven experience with iWD, routing strategies, multi-channel workflow design, and rules-engine development.

• Proficiency with Microsoft Graph API integrations, Oracle SQL, and real-time reporting tools.

• Solid understanding of enterprise networks, system reliability, and performance engineering.

Preferred

• Experience with SAP BusinessObjects report development.

• Background integrating file capture, email ingestion, and business process automation.

• Familiarity with large-scale enterprise service environments.