Digital Routing Specialist

3 days ago

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

IVR Scripting Engineer Position

We 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 engineering
  • Proven expertise in Genesys PureEngage platform knowledge, including digital routing, reporting, and administration features
  • Demonstrated proficiency in utilizing Genesys Rules Authoring Tool (GRAT) to create, modify, and manage complex routing rules and strategies
  • Strong analytical skills to evaluate routing performance and make data-driven recommendations for optimization
  • Comprehensive understanding of contact center operations and key performance indicators (KPIs), such as service level agreements (SLAs), average handle time (AHT), and abandonment rates
  • Key Responsibilities:
  • Design and implement effective contact center routing strategies that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs)
  • Analyze existing workflows, identify areas for improvement, and implement changes to optimize agent productivity and customer satisfaction
  • Develop and maintain comprehensive knowledge of the Genesys PureEngage platform, including its various components, functionalities, and capabilities
  • Collaborate with cross-functional teams to ensure seamless integration of routing strategies with other contact center systems

Requirements:

  • Experience working with Genesys PureEngage platform
  • Proficiency in IVR scripting and routing strategy design
  • Strong analytical and problem-solving skills
  • Excellent communication and collaboration skills

What We Offer:

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

Note: We are looking for candidates who can provide immediate to 30 days' notice period.

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