Genesys ArchitectureDeep understanding of Genesys system architecture On-PremDesign of scalable, high-availability, and secure Genesys environmentsExpertise in component interactions: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.Experience in environment sizing, network design, and failover strategiesGenesys Framework ManagementAdministration of core Genesys components: Config Server, Stat Server, Message Server, T-ServerHands-on experience with Configuration Manager (CME) and Genesys Administrator ExtensionManaging applications, agents, tenants, and system-level objectsGenesys Intelligent Workload Distribution (IWD)Configuration of IWD positions, workbins, and workload typesEnd-to-end routing design for IWD Work, Email, File Server Capture, and API-based interactionsSLA-based prioritization, segmentation, and distribution logicIWD Rules EngineDesign and implementation of routing rules using the IWD Rules EngineDynamic rules for prioritization, eligibility, assignment, and escalationExperience with policy management and version control of rulesRouting & Workflow DesignDevelopment of routing strategies using Genesys Composer or ArchitectMulti-channel workflow design (email, File Capture and work items)Experience with skills-based routing, business rules, and conditional flowsFile Server Capture InterfaceConfiguration of file monitoring for ingestion of documents into work queuesAutomation of document classification and routing to appropriate agents or queuesEmail Integration / Microsoft Graph APIIntegration of mailboxes via Microsoft Graph API for email ingestionExperience with OAuth2 authentication, email parsing, and conversion to work itemsRouting logic for inbound email based on headers, subject, or content rulesGenesys Pulse (Real-Time Reporting)Configuration and customization of Pulse dashboards and real-time KPIsMonitoring queue, agent, and system-level metricsStat Server configuration and tuning for real-time performanceGenesys  InfoMart & SAP Business Objects (BO)Design of historical reports using Genesys InfoMart data structuresReport creation, scheduling, and analysis using SAP BOData analysis for performance, SLA adherence, and capacity planningOracle DatabaseStrong understanding of Oracle DB Tables and schema designWriting complex SQL queries for reporting, data extraction, and troubleshootingExperience integrating Oracle databases with Genesys reporting and routing workflowsMonitoring & TroubleshootingExperience using Genesys logs, Pulse, ICON, and historical data for root cause analysisSystem health monitoring, alerting, and performance tuning.Regards,Mohammed ilyas,PH - 229-264-4024 or Text - 229-469-1455 or You can share the updated resume at Mohammed@vtekis. com
