IVR Scripting Specialist

3 days ago

Chennai, Tamil Nadu, India beBeeIVR Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: IVR Scripting Specialist

Job Description:

  • The role involves designing and implementing IVR scripting solutions using the Genesys PureEngage platform to enhance customer experience.
  • Responsibilities include creating, modifying, and managing complex routing rules and strategies using the Genesys Rules Authoring Tool (GRAT).
  • Designing and implementing effective contact center routing strategies to optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).
  • Understanding omnichannel routing principles and applying them in a contact center environment.
  • Expertise in designing and optimizing contact center workflows to streamline processes, improve efficiency, and enhance the customer experience.
  • A strong grasp of digital channels like email and work items, including understanding how to prioritize and categorize interactions.
  • Demonstrated ability to troubleshoot and resolve routing-related issues within the Genesys PureEngage platform.
  • Strong analytical skills to evaluate routing performance, identify trends, and make data-driven recommendations for optimization.

Requirements:

  • 5+ years of experience in IVR scripting and Genesys PureEngage platform knowledge.
  • Proficiency in utilizing the Genesys Rules Authoring Tool (GRAT) to create, modify, and manage complex routing rules and strategies.
  • Proven ability to design and implement effective contact center routing strategies.
  • Experience with different versions of GRAT and understanding the nuances of each version is beneficial.
  • Strong analytical skills and ability to interpret data to translate it into actionable insights.

What We Offer:

  • Opportunity to work on cutting-edge IVR scripting projects.
  • Chance to collaborate with experienced professionals in the field.
  • Professional growth and development opportunities.

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