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Contact Center Routing Specialist
2 weeks ago
Job Opportunity
We are seeking a skilled Idea Architect to join our team.
About the Role:
- This is a fantastic opportunity for an experienced professional to take on a challenging role that will allow them to grow and develop their skills.
- The ideal candidate will have a strong background in IVR scripting, specifically with Genesys technology.
- They 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).
Key Responsibilities:
To succeed in this role, you will need to have excellent problem-solving skills, as well as the ability to design and implement complex routing rules and strategies using the Genesys Rules Authoring Tool (GRAT).
You will also be required to work closely with our team to troubleshoot and debug routing-related issues within the Genesys PureEngage platform.
Requirements:
In order to be considered for this position, you must have at least 5+ years of experience in IVR scripting with a focus on Genesys technology.
You should also have a deep understanding of the Genesys PureEngage platform architecture and its various components, functionalities, and capabilities.
Preferred Qualifications:
Relevant experience in banking domain or other related industries would be beneficial.
Familiarity with omnichannel routing concepts and principles would also be advantageous.
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