Senior Software Engineer

4 days ago

Bangalore, India Servion Global Solutions Full time

Role: Genesys Pure Engage (WFM) Proffered only short Joiners (Serving Notice period, Immediate, 1 Month) iWD experience is mandatory. ( This encompasses familiarity with the platform's digital routing, reporting, and administration features, as well as its integration capabilities with other systems. This includes voice, email, workitem, and other digital channels. Knowledge should extend to configuration and customization options within PureEngage to tailor the platform to specific business needs. The ability to troubleshoot and debug GRAT rules is crucial, as is the ability to optimize rules for performance and scalability. Experience with different versions of GRAT and understanding the nuances of each version is also beneficial. Contact Center Routing Strategy Design/Implementation: 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). This involves understanding various routing methodologies, such as skills-based routing, priority routing, and data-directed routing. Experience in translating business requirements into functional routing strategies and implementing them within the Genesys PureEngage platform is essential. Familiarity with different omnichannel routing strategies and their impact on customer experience is crucial. Expertise in designing and optimizing contact center workflows to streamline processes, improve efficiency, and enhance the customer experience. Understanding of Digital Channels (Email, Work Item): A strong grasp of the specific requirements and considerations for routing and handling interactions through digital channels like email and work items. This includes understanding how to prioritize and categorize digital interactions, as well as how to integrate them into the overall contact center workflow. Knowledge of best practices for handling digital interactions to ensure timely and effective responses is crucial. This also includes understanding the reporting and analytics capabilities related to digital channels. This includes analyzing logs, tracing call flows, and using debugging tools to pinpoint the root cause of problems. The ability to think critically and develop creative solutions to complex routing challenges is essential. This also includes the ability to communicate technical issues clearly to both technical and non-technical audiences. Analytical Skills (Routing Performance): Strong analytical skills to evaluate routing performance, identify trends, and make data-driven recommendations for optimization. The ability to interpret data and translate it into actionable insights is crucial. Understanding of Contact Center Operations & Metrics (SLAs, AHT, etc.): 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. This includes knowing how these metrics are calculated and how they impact overall contact center performance. Note: apply only relevant experience

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