Software Engineer

• Provide technical leadership for design and implementation of secure, scalable, high-availability on-prem Genesys solutions.
• Design and configure Genesys architecture, environment sizing, network design, and failover strategies for core components (Interaction Server, URS, Stat Server, Config Server, Message Server).
• Administer framework components using Configuration Manager (CME) and Genesys Administrator Extension; manage tenants, agents, and system objects.
• Configure Intelligent Workload Distribution: positions, workbins, workload types, SLA-based prioritization, and end-to-end routing for work items, email, and API interactions.
• Build dynamic IWD rules engine policies for prioritization, eligibility, assignment, and escalation with version control.
• Develop multi-channel routing workflows with Genesys Composer or Architect; implement skills-based routing and conditional business logic.
• Implement file server capture for document ingestion and design classification/routing workflows.
• Integrate email via Microsoft Graph API with OAuth2 authentication and parsing for email-to-work item conversion.
• Build and customize real-time dashboards using Genesys Pulse and configure Stat Server for reporting.
• Develop historical reports and analysis using Genesys InfoMart and SAP Business Objects for SLA, capacity planning, and operational efficiency.
• Use Oracle DB knowledge and SQL for troubleshooting, reporting, and integrating data workflows.
• Monitor systems using Genesys logs, ICON, Pulse, perform root cause analysis, tuning, and proactive issue resolution.

Senior Programmer Analyst – Genesys Developer

Staff Software Engineer – Virtualization Platform

Full Stack Software Engineer

Associate IT Software Engineer

Director, IT Enterprise Engineering

Project Developer