Description

You will design, implement, and optimize complex contact center routing solutions within a global enterprise environment.

Responsibilities

• Design and implement contact center routing architectures to ensure scalable customer experiences.
• Optimize routing strategies using Genesys, including ORS, URS, and GRE.
• Manage API-based integrations utilizing REST, SOAP, and Web Services.
• Collaborate across technical and business teams to integrate systems and improve workflows.
• Analyze system data to drive reporting and performance improvements.

Required Skills

• 5+ years of experience with enterprise contact center technologies, specifically Genesys.
• Deep expertise in Genesys routing strategies such as ORS, URS, and GRE.
• Proficiency with SQL and data analysis tools.
• Experience with API integrations including SOAP and Web Services.
• Hands-on experience with reporting frameworks like Tableau or Power BI.
• Competency with JIRA, Confluence, and Agile project management methodologies.
• Any Graduate degree.

Preferred Skills

• Experience with React.

Key Skills

Education

Any Gradute