Genesys Solution Architect

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 Skills: T-Serve

Created: 2026-03-04