Software Engineer

6 days ago

Bengaluru, India GSSTech Group Full time

We are seeking an experienced Software Engineer – IVR Scripting with strong expertise in Genesys PureEngage to join our growing team. The ideal candidate will have hands-on experience designing, implementing, and optimizing contact center routing strategies while ensuring seamless omnichannel experiences.

Key Responsibilities

- Develop and optimize routing strategies on the Genesys PureEngage platform across voice, email, work item, and digital channels.
- Design, implement, and maintain effective contact center workflows to maximize efficiency and customer satisfaction.
- Create and manage complex routing rules using the Genesys Rules Authoring Tool (GRAT), ensuring scalability and performance.
- Troubleshoot and resolve routing-related issues by analyzing logs, call flows, and debugging tools.
- Collaborate with stakeholders to translate business requirements into functional routing strategies.
- Leverage reporting tools to monitor KPIs such as SLAs, AHT, and agent utilization, providing data-driven insights and improvements.

Requirements

Required Skills & Experience

✅ Strong knowledge of Genesys PureEngage platform architecture (digital routing, reporting, administration, and integrations).
✅ Proficiency in GRAT with ability to create, modify, and optimize routing rules.
✅ Experience in contact center routing strategy design (skills-based, priority, data-directed).
✅ Solid understanding of omnichannel routing concepts across multiple digital channels.
✅ Expertise in workflow design, optimization, and documentation.
✅ Strong problem-solving skills for routing issues and system debugging.
✅ Excellent analytical skills to assess routing performance and recommend improvements.
✅ Deep understanding of contact center operations and KPIs (SLAs, AHT, abandonment rates, etc.).

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