Senior HR Systems Analyst
Wabtec Corporation
Oracle
Senior Programmer Analyst – Genesys Developer
DMV IT Service
contract
Posted on:
Location Type: Hybrid
Location: Lansing • Missouri • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
OracleSQL
About the role
- 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.
Requirements
- Strong expertise in Genesys system architecture and on-premise deployments.
- Ability to provide technical leadership in building secure, scalable, high-availability Genesys solutions.
- Proficiency in Intelligent Workload Distribution (IWD) configuration, rules engine, and routing strategies.
- Experience with multi-channel workflow design (email, file capture, work items, API interactions).
- Knowledge of Microsoft Graph API and OAuth2 for email integration.
- Hands-on experience with Genesys Pulse, InfoMart, and SAP Business Objects reporting.
- Solid Oracle database knowledge and advanced SQL query writing for troubleshooting and reporting.
- Proven ability in system troubleshooting, performance monitoring, tuning, and optimization.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Genesys architectureIntelligent Workload DistributionSQLOracle DBmulti-channel workflow designrouting strategiesdocument ingestionreal-time dashboardsreportingroot cause analysis
Soft skills
technical leadershiptroubleshootingperformance monitoringtuningoptimization
