Job Specifications
Note:
Hybrid Role – 2 days onsite, 3 days remote
Interview – Webcam, may request onsite
Duration: 1 year with possible extension
Top Skills & Years of Experience:
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
Technical Skills Required for Genesys intelligent Workload Distribution (iWD):
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
About the Company
Morph Enterprise LLC (Morph) is a premier partner in delivering innovative staffing solutions and consulting services that empower businesses to thrive. With deep expertise in workforce, IT, healthcare, and business consulting, we proudly serve both government and commercial clients across the nation. As a certified WBE (Women Business Enterprise) and WOSB (Women-Owned Small Business), Morph is committed to fostering diversity, equity, and inclusion in every solution we provide, recognizing that diverse perspectives drive st...
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