Contact Center Routing Strategist

23 hours ago

Chennai, Tamil Nadu, India beBeeIvrScripting Full time ₹ 15,10,000 - ₹ 18,12,500
IVR Scripting Specialist

About the Role:

We are seeking an experienced IVR Scripting Specialist to join our team. In this role, you will be responsible for designing and implementing effective contact center routing strategies to optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).

Key Responsibilities:

  • Design and implement effective contact center routing strategies to optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).
  • Utilize Genesys PureEngage platform to create, modify, and manage complex routing rules and strategies.
  • Develop a comprehensive understanding of omnichannel routing principles and apply them in a contact center environment.
  • Optimize contact center workflows to streamline processes, improve efficiency, and enhance the customer experience.
  • Troubleshoot and resolve routing-related issues within the Genesys PureEngage platform.
  • Evaluate routing performance, identify trends, and make data-driven recommendations for optimization.
  • Understand contact center operations and key performance indicators (KPIs), such as service level agreements (SLAs), average handle time (AHT), and abandonment rates.

Requirements:

  • 5+ years of experience in IVR Scripting with Genesys PureEngage Platform
  • Expertise in designing and optimizing contact center workflows
  • Strong analytical skills to evaluate routing performance
  • Ability to troubleshoot and debug GRAT rules
  • Experience with different versions of GRAT and understanding the nuances of each version
  • Familiarity with digital channels like email and work items

Genesys PureEngage Platform Knowledge: Possessing 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.

GRAT Proficiency: Demonstrated expertise in utilizing the Genesys Rules Authoring Tool (GRAT) to create, modify, and manage complex routing rules and strategies.

  • Contact Center Routing Strategist

    7 days ago

    Chennai, Tamil Nadu, India beBeeRouting Full time ₹ 15,00,000 - ₹ 20,00,000

    Expert Routing EngineerWe are seeking an experienced Expert Routing Engineer to join our organization. This is a challenging role that requires a deep understanding of contact center architecture, as well as proficiency in using Genesys PureEngage platform and Rules Authoring Tool (RAT) to create and manage complex routing rules.Key ResponsibilitiesDesign...

  • Contact Center Routing Specialist

    4 days ago

    Chennai, Tamil Nadu, India beBeeRouting Full time ₹ 20,00,000 - ₹ 25,00,000

    Job Title:IVR Scripting ProfessionalJob Description:We are seeking a highly skilled IVR Scripting Professional to design and implement effective contact center routing strategies that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs). As an IVR Scripting Professional, you will be responsible for creating and...

  • IVR Contact Center Routing Specialist

    1 week 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...

  • Contact Center Routing Specialist

    6 days ago

    Chennai, Tamil Nadu, India beBeeIdea Full time ₹ 15,00,000 - ₹ 25,00,000

    Job OpportunityWe 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...

  • Expert Contact Center Professional

    1 week ago

    Chennai, Tamil Nadu, India beBeeSkill Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

    Job Opportunity:We are seeking a skilled professional with expertise in the Genesys PureEngage platform to join our team.Key Responsibilities:Detailed Knowledge: The ideal candidate will possess a comprehensive understanding of the Genesys PureEngage platform architecture, including its various components and functionalities.Rules Authoring: They will have...

  • IVR Routing Specialist

    4 days ago

    Chennai, Tamil Nadu, India beBeeRoute Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Job Summary:We are seeking an experienced IVR scripting professional to design and implement effective contact center routing strategies.Key Responsibilities:Design and develop optimized contact center routing solutions using Genesys PureEngage platform.Create, modify, and manage complex routing rules and strategies utilizing Genesys Rules Authoring Tool...

  • Genesys Contact Center Specialist

    1 week ago

    Chennai, Tamil Nadu, India beBeeContactCenter Full time ₹ 9,00,000 - ₹ 12,00,000

    We are seeking a highly skilled and experienced contact center specialist to lead the implementation, maintenance, and optimization of Genesys Engage solutions.Key Responsibilities:Design, configure, and manage Genesys Engage contact center platforms, including routing strategies, IVR applications, agent desktops, and reporting tools.Provide expert support...

  • Digital Routing Specialist

    2 weeks ago

    Chennai, Tamil Nadu, India beBeeEngineer Full time ₹ 15,00,000 - ₹ 20,00,000

    IVR Scripting Engineer PositionWe are seeking an experienced IVR scripting engineer to fill this role. The ideal candidate will have a strong background in Genesys PureEngage platform architecture and experience with IVR scripting, routing strategy design, and implementation.Ideal Candidate Profile:5+ years of experience in software engineeringProven...

  • Chief Contact Center Solutions Architect

    1 week ago

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

    Job Title: Cisco UCCE CVP EngineerWe are seeking a skilled professional to design, implement, and support complex contact center solutions. The ideal candidate will have 11-15 years of experience in this field.Design robust architectures that support scalable, resilient, and high-performing contact center solutions.Lead or participate in the installation,...

  • Strategic Routing Expert

    1 week ago

    Chennai, Tamil Nadu, India beBeeOmnichannel Full time ₹ 20,00,000 - ₹ 25,00,000

    IVR Scripting EngineerWe are seeking a highly skilled IVR Scripting Engineer to join our team.Design and implement effective contact center routing strategies to optimize agent utilization and minimize customer wait times.Develop and maintain complex routing rules and strategies using Genesys Rules Authoring Tool (GRAT).Collaborate with cross-functional...