Contact Center Routing Specialist

2 days ago

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

Job Title:

IVR Scripting Professional

Job 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 maintaining complex routing rules and strategies using the Genesys PureEngage platform.

Key Responsibilities:

  • Design and implement contact center routing strategies using the Genesys PureEngage platform.
  • Develop and maintain complex routing rules and strategies using the Genesys Rules Authoring Tool (GRAT).
  • Optimize routing strategies for performance and scalability.
  • Analyze and troubleshoot routing-related issues within the Genesys PureEngage platform.
  • Evaluate routing performance and make data-driven recommendations for optimization.
  • Collaborate with cross-functional teams to understand business requirements and translate them into functional routing strategies.

Requirements:

  • 5+ years of experience in IVR scripting and contact center routing.
  • Strong knowledge of the Genesys PureEngage platform architecture and its various components, functionalities, and capabilities.
  • Demonstrated expertise 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 that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).
  • A strong grasp of omnichannel routing principles and how to apply 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 comprehensive understanding of contact center operations and key performance indicators (KPIs), such as service level agreements (SLAs), average handle time (AHT), and abandonment rates.

Benefits:

This role offers a unique opportunity to work with a cutting-edge technology and contribute to the development of innovative routing strategies. If you have a passion for IVR scripting and contact center routing, this is an excellent chance to grow your career and make a real impact.

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