Software Engineer - IVR Scripting (Genesys PureEngage)

As an experienced Software Engineer specializing in IVR Scripting with a strong expertise in Genesys PureEngage, you will play a vital role in designing and optimizing contact center routing strategies to ensure seamless omnichannel experiences. Your responsibilities will include: - Developing and optimizing routing strategies on the Genesys PureEngage platform for voice, email, work item, and digital channels. - Designing, implementing, and maintaining effective contact center workflows to enhance efficiency and customer satisfaction. - Creating and managing complex routing rules using the Genesys Rules Authoring Tool (GRAT) to ensure scalability and performance. - Troubleshooting and resolving routing-related issues by analyzing logs, call flows, and debugging tools. - Collaborating with stakeholders to translate business requirements into functional routing strategies. - Leveraging reporting tools to monitor KPIs such as SLAs, AHT, and agent utilization, providing data-driven insights and recommendations for improvements. In terms of qualifications, you should possess: - Strong knowledge of Genesys PureEngage platform architecture, including digital routing, reporting, administration, and integrations. - Proficiency in GRAT with the ability to create, modify, and optimize routing rules. - Experience in contact center routing strategy design, including skills-based, priority, and data-directed strategies. - Solid understanding of omnichannel routing concepts across various digital channels. - Expertise in workflow design, optimization, and documentation. - Strong problem-solving skills for addressing routing issues and system debugging. - Excellent analytical skills to evaluate routing performance and suggest enhancements. - Deep understanding of contact center operations and key performance indicators (KPIs) such as SLAs, AHT, and abandonment rates. This role offers a challenging opportunity to apply your skills and experience in Genesys PureEngage IVR Scripting to drive impactful improvements in contact center routing strategies and overall customer experiences.,