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Programmer Analyst - Sr. Genesys Developer

Programmer Analyst - Sr. Genesys Developer

Zenfreed, LLCLansing, MI, us
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Job Description

Job Duties

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

    • Requirements

    3-5+ years :

  • Overall Genesys administration / IWD support experience
  • Java - Used for building / maintaining routing strategies, APIs, and integration components in Genesys environment
  • JavaScript - Used in web services, APIs, and Genesys Workspace customizations
  • Oracle Database - Writing SQL queries, stored procedures, and analyzing configuration / reporting data from Genesys DBs

    • Minimum Education

  • Bachelor's Degree

    • Location

  • Accepting local candidates and non-local candidates willing to relocate at their own expenses with no delays.
  • Position is a hybrid schedule with in office 2 days a week upon start and there is NO REMOTE ONLY option.
  • Working hours Monday-Friday, approximately 8 : 00 a.m. to 5 : 00 p.m.

    • Additional Requirements

  • Must be authorized to work in the United States; We are unable to offer sponsorships at this time
  • Must undergo a background check and drug screening for employment.

    • Employment Terms

  • This is a W2 position
  • 40 hrs per week
  • HYBRID schedule - in office 2 days a week upon start and there is NO REMOTE ONLY option.

    • About Zenfreed

    At Zenfreed, we are more than an IT company. We bridge the gap between people wanting to do the work they were meant to do and organizations needing the right talent.

    We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

    Benefits

    We understand a comprehensive benefits package is crucial to employment satisfaction. We offer medical, dental and vision coverage options for all employees.

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    Programmer Analyst • Lansing, MI, us

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