Genesys Solution Architect

Overview:

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