Software Engineer

1 day ago

Chennai, Tamil Nadu, India Global Software Solutions Group Full time ₹ 20,00,000 - ₹ 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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