Ivr Developer

1 week ago

Bengaluru Chennai, India Valuelabs Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Title: Genesys Routing Specialist PureEngage Platform

Work Location: Chennai / Bangalore (Work from Office 5 Days a Week)

Industry Domain: Banking / Contact Center Technology

Job Summary:

We are looking for an experienced Genesys Routing Specialist who has strong hands-on expertise in Genesys PureEngage Platform and a deep understanding of contact center routing across digital and voice channels. The ideal candidate will be responsible for designing and optimizing smart routing strategies that improve service levels, customer experience, and agent productivity in large-scale enterprise environments.

Key Responsibilities:

  • Design, implement, and fine-tune omnichannel routing strategies using Genesys PureEngage.
  • Create, manage, and optimize rules using the Genesys Rules Authoring Tool (GRAT).
  • Translate business needs into functional routing logic and workflows that work seamlessly across channels (voice, email, work item).
  • Analyze contact center performance metrics (SLA, AHT, wait times, agent utilization) and identify areas for improvement.
  • Troubleshoot and resolve routing issues by tracing call flows and debugging rules.
  • Document routing logic and maintain configuration standards.
  • Collaborate with stakeholders across product, operations, and technical teams to ensure routing strategies align with business objectives.

Required Skills:

  • Strong hands-on experience in Genesys PureEngage platform digital routing, reporting, and configuration.
  • Proficiency in GRAT – rule creation, syntax, debugging, optimization.
  • Deep understanding of contact center routing models: skills-based, priority, data-directed.
  • Experience in workflow design and optimization to streamline agent and customer journeys.
  • Solid grasp of omnichannel routing concepts including voice, email, work item handling.
  • Analytical mindset with the ability to use PureEngage reporting tools for performance tuning.
  • Strong understanding of contact center metrics – SLA, AHT, abandonment rate, occupancy, etc.
  • Excellent problem-solving, communication, and documentation skills.

Good to Have:

  • Experience in Banking or Financial Services domain.
  • Exposure to enterprise-grade contact center deployments.
  • Understanding of Genesys integration with third-party systems or CRMs.
  • Ability to manage rule changes across multiple environments (Dev, UAT, Production).

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