IVR Contact Center Routing Specialist

17 hours ago

Chennai, Tamil Nadu, India beBeeRoute Full time ₹ 20,00,000 - ₹ 25,00,000
As an IVR scripting professional, you will be responsible for designing and implementing effective contact center routing strategies that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).You will possess a comprehensive understanding of the Genesys PureEngage platform architecture, including its various components, functionalities, and capabilities. This encompasses familiarity with the platform's digital routing, reporting, and administration features, as well as its integration capabilities with other systems.To succeed in this role, you should have experience with IVR scripting using Genesys and a deep understanding of how to create, modify, and manage complex routing rules and strategies using the Genesys Rules Authoring Tool (GRAT). You will also be skilled in designing and optimizing contact center workflows to streamline processes, improve efficiency, and enhance the customer experience.Key responsibilities include:
  • Designing and implementing effective contact center routing strategies
  • Utilizing the Genesys PureEngage platform to configure and customize routing rules and strategies
  • Creating and managing complex routing rules and strategies using GRAT
  • Designing and optimizing contact center workflows to improve efficiency and enhance the customer experience
Requirements:
  • 5+ years of experience in IVR scripting and contact center routing
  • Comprehensive understanding of the Genesys PureEngage platform architecture
  • Experience with GRAT and designing complex routing rules and strategies
  • Strong analytical skills to evaluate routing performance and make data-driven recommendations

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