We are seeking an experienced Software Engineer - IVR Scripting with robust 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