Hi

My name is Amit Kumar and I am a Staffing Specialist at Tekshapers Inc. I am reaching out to you on an exciting job opportunity with one of our clients.

Employment type Full time

Job Title Genesys Routing Solution

Job Location Austin TX

Duration Full Time

Experience level 10 ears

Mandatory Skills Genesys

Job Description

As a Consultant for Genesys Routing Solution, you will be responsible for providing expertise in designing, implementing, and optimizing routing solutions using Genesys software. Your primary focus will be on understanding client requirements, configuring routing strategies, and ensuring efficient call handling across various communication channels. You will collaborate closely with clients, project managers, and technical teams to deliver customized routing solutions that align with business objectives.

Responsibilities:

Requirements Analysis:
Engage with clients to gather and analyze their business requirements related to call routing, queue management, and resource optimization.
Translate client requirements into technical specifications and design solutions using Genesys routing software.
Solution Design and Configuration:
Develop routing strategies, skills-based routing rules, and queue configurations to optimize call flow and agent productivity.
Configure Genesys routing components such as Universal Routing Server (URS), Interaction Routing Designer (IRD), and Composer.
Implementation and Integration:
Lead the implementation of routing solutions, ensuring seamless integration with existing telephony systems, CRM platforms, and other enterprise applications.
Collaborate with development teams to customize routing solutions and develop integration adapters if needed.
Testing and Quality Assurance:
Conduct thorough testing of routing configurations to validate functionality, performance, and scalability.
Identify and troubleshoot any issues or discrepancies in routing behavior, providing timely resolutions.
Documentation and Knowledge Transfer:
Create comprehensive documentation including solution designs, configuration guides, and operational procedures.
Provide training and knowledge transfer sessions to client teams, ensuring they can effectively manage and maintain the routing solution post-implementation.
Continuous Improvement and Optimization:
Monitor routing performance metrics and analyze data to identify opportunities for optimization and efficiency improvements.
Proactively recommend enhancements to routing strategies and configurations based on changing business needs and technological advancements.

Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.