IVR Routing Specialist

3 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 (GRAT).
  • Demonstrate a comprehensive understanding of the Genesys PureEngage platform architecture, including its various components and functionalities.
  • Streamline processes and improve efficiency by implementing workflow design and optimization techniques.
  • Analyze and resolve routing-related issues within the Genesys PureEngage platform.
Requirements:
  • Minimum 5 years of experience in IVR scripting with Genesys PureEngage platform.
  • Demonstrated expertise in utilizing GRAT for rule development, troubleshooting, and debugging.
  • Familiarity with omnichannel routing principles and concepts.
  • Strong analytical skills to evaluate routing performance and make data-driven recommendations.
  • Comprehensive understanding of contact center operations and key performance indicators (KPIs).
Benefits:
  • A collaborative work environment with opportunities for growth and development.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • The chance to work on challenging projects and contribute to the success of our clients.

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