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.
Required Skills & Experience
✅ Robust 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.).

📌 Software Engineer - Ivr Scripting (Genesys Pureengage) (Bengaluru)
🏢 GSSTech Group
📍 Bengaluru