Voice Interaction Expert

1 day ago

Chennai, Tamil Nadu, India beBeeOptimization Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Lead Voice Interaction Developer

As a key member of our team, you will play a crucial role in designing and implementing cutting-edge voice interaction strategies that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs).

Key Responsibilities:
  • Design and implement voice interaction workflows to streamline processes, improve efficiency, and enhance the customer experience.
  • Develop and manage complex routing rules and strategies using Genesys Rules Authoring Tool (GRAT).
  • Implement omnichannel routing concepts to route interactions from various channels to the appropriate agents or queues.
  • Analyze and troubleshoot routing-related issues within the Genesys PureEngage platform.
  • Evaluate routing performance, identify trends, and make data-driven recommendations for optimization.
Requirements:
  • 5+ years of experience in software engineering with expertise in voice interaction development.
  • Comprehensive understanding of the Genesys PureEngage platform architecture, including its various components, functionalities, and capabilities.
  • Experience with digital channels like email and work items, as well as familiarity with workflow design and optimization.
  • Strong analytical skills to evaluate routing performance and identify areas for improvement.
  • Ability to communicate technical issues clearly to both technical and non-technical audiences.
What We Offer:
  • Opportunity to work on innovative projects and technologies.
  • Collaborative and dynamic work environment.
  • Competitive compensation package.
  • Ongoing training and professional development opportunities.

Interested candidates please share your CV with details: Total Exp, Relevant Exp in Genesys, Relevant Exp in Voice Interaction, Relevant Exp in Banking Domain, Current CTC, Expected CTC, Current location, Preferred location, Notice period.

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