- Company Name
- Morph Enterprise
- Job Title
- Sr. Genesys Developer
- Job Description
-
**Job Title:** Sr. Genesys Developer
**Role Summary**
Lead design, development, and administration of a Genesys On‑Premise environment, focusing on Intelligent Workload Distribution (IWD), routing, and integration with external systems. Deliver end‑to‑end solutions across Java, JavaScript, and Oracle components while ensuring high availability, scalability, and performance.
**Expectations**
- 3–5+ years of proven experience administering Genesys platforms and IWD support.
- 3–5+ years of Java development for routing strategies, APIs, and integration components.
- 3–5+ years of JavaScript for web services, APIs, and Genesys Workspace customisations.
- 3–5+ years of Oracle database design, SQL, and stored procedures.
- Hybrid work model: 2 days onsite, 3 days remote.
**Key Responsibilities**
- Architect and implement scalable, high‑availability Genesys On‑Premise solutions adhering to best practices.
- Manage core Genesys components (Config Server, Stat Server, Message Server, T‑Server) and administer applications, agents, tenants, and system objects.
- Configure IWD (positions, workbins, workload types) and design SLA‑based routing for multi‑channel interactions (Voice, Email, File Capture, API).
- Develop and maintain Java and JavaScript services for routing logic, APIs, and Workspace integrations.
- Build and maintain routing rules using the IWD Rules Engine, including dynamic prioritisation, eligibility, and escalation logic.
- Design multi‑channel workflows in Genesys Composer/Architect and implement skills‑based routing with business rules.
- Configure File Server Capture interfaces and automate document classification and routing.
- Integrate email ingestion via Microsoft Graph API, handling OAuth2 authentication and content‑based routing.
- Create, customise and optimise Pulse dashboards for real‑time KPI monitoring.
- Develop historical reporting using InfoMart and SAP BusinessObjects, including scheduling, analysis, and performance‑based metrics.
- Write complex Oracle SQL queries and stored procedures for reporting, data extraction, and troubleshooting.
- Monitor system health, analyse logs (Pulse, ICON), and conduct performance tuning and root‑cause analysis.
- Conduct capacity planning, environment sizing, network design, and fail‑over strategy implementation.
**Required Skills**
- Genesys On‑Premise architecture and administration.
- Proficiency with Core Genesys components (Config, Stat, Message, T‑Server).
- Expert in Genesys Intelligent Workload Distribution (IWD) configuration and Rules Engine.
- Experience with Genesys Composer/Architect for routing strategy development.
- File Server Capture and Microsoft Graph API integration.
- Pulse dashboard configuration and real‑time reporting.
- InfoMart data modelling and SAP BusinessObjects report development.
- Oracle Database design, advanced SQL, stored procedures, and integration with Genesys.
- Strong Java (3–5+ yrs) and JavaScript (3–5+ yrs) development skills.
- Ability to perform system monitoring, alerting, performance tuning, and troubleshooting.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Genesys Certified Administrator/Developer or equivalent certification preferred but not mandatory.