IVR Scripting Specialist

2 days ago

Chennai, Tamil Nadu, India beBeeIvrScriptingExpert Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title

We are seeking an experienced IVR Scripting Expert to join our team. In this role, you will be responsible for designing and implementing effective IVR (Interactive Voice Response) scripting solutions that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).

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  • Key Responsibilities:
  • Design and implement IVR scripting solutions that meet business requirements.
  • Work closely with cross-functional teams to ensure seamless integration of IVR scripts with other contact center systems.
  • Optimize IVR script performance and troubleshoot issues to ensure high-quality customer experiences.

Requirements:

  • 5+ years of experience in IVR scripting and contact center operations.
  • Deep understanding of Genesys PureEngage platform architecture and its various components, functionalities, and capabilities.
  • Proficiency in utilizing Genesys Rules Authoring Tool (GRAT) to create, modify, and manage complex routing rules and strategies.
  • Strong analytical skills to evaluate IVR performance, identify trends, and make data-driven recommendations for optimization.

What We Offer:

  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

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