Software Engineer

2 weeks 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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