Software Engineer

3 days ago

Bengaluru, Karnataka, India GSSTech Group Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We are seeking an experienced Software Engineer – IVR Scripting with strong expertise in Genesys PureEngage to join our growing team. The ideal candidate will have hands-on experience designing, implementing, and optimizing contact center routing strategies while ensuring seamless omnichannel experiences.

Key Responsibilities

  • Develop and optimize routing strategies on the Genesys PureEngage platform across voice, email, work item, and digital channels.
  • Design, implement, and maintain effective contact center workflows to maximize efficiency and customer satisfaction.
  • Create and manage complex routing rules using the Genesys Rules Authoring Tool (GRAT), ensuring scalability and performance.
  • Troubleshoot and resolve routing-related issues by analyzing logs, call flows, and debugging tools.
  • Collaborate with stakeholders to translate business requirements into functional routing strategies.
  • Leverage reporting tools to monitor KPIs such as SLAs, AHT, and agent utilization, providing data-driven insights and improvements.
Requirements
Required Skills & Experience

Strong knowledge of Genesys PureEngage platform architecture (digital routing, reporting, administration, and integrations).

Proficiency in GRAT with ability to create, modify, and optimize routing rules.

Experience in contact center routing strategy design (skills-based, priority, data-directed).

Solid understanding of omnichannel routing concepts across multiple digital channels.

Expertise in workflow design, optimization, and documentation.

Strong problem-solving skills for routing issues and system debugging.

Excellent analytical skills to assess routing performance and recommend improvements.

Deep understanding of contact center operations and KPIs (SLAs, AHT, abandonment rates, etc.).

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