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Valuelabs
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Ivr Developer

Ivr Developer

Valuelabs

6 - 11 years

20 - 35 Lacs

chennai bengaluru

Posted:-1 days ago| Platform:

Apply

Skills Required

ivr genesys genesys cx contact call routing genesys framework genesys ivr

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Work Location:

Job Summary:

Genesys Routing Specialist

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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