Job Description

Genesys PureEngage Platform Knowledge: Possessing a comprehensive understanding of the Genesys PureEngage platform architecture, including its various components, functionalities, and capabilities. This encompasses familiarity with the platform's digital routing, reporting, and administration features, as well as its integration capabilities with other systems. A deep understanding of how PureEngage handles interactions across different channels is essential. This includes voice, email, workitem, and other digital channels. Knowledge should extend to configuration and customization options within PureEngage to tailor the platform to specific business needs.


GRAT (Genesys Rules Authoring Tool) Proficiency: Demonstrated expertise in utilizing the Genesys Rules Authoring Tool (GRAT) to create, modify, and manage complex routing rules and strategies. This proficiency includes a strong grasp of GRAT's syntax, functions, and best practices for efficient rule development. The ability to troubleshoot and debug GRAT rules is crucial, as is the ability to optimize rules for performance and scalability. Experience with different versions of GRAT and understanding the nuances of each version is also beneficial.


Contact Center Routing Strategy Design/Implementation: Proven ability to design and implement effective contact center routing strategies that optimize agent utilization, minimize customer wait times, and meet service level agreements (SLAs). This involves understanding various routing methodologies, such as skills-based routing, priority routing, and data-directed routing. Experience in translating business requirements into functional routing strategies and implementing them within the Genesys PureEngage platform is essential. This also includes the ability to test and validate routing strategies to ensure they function as intended.


Omnichannel Routing Concepts: A solid understanding of omnichannel routing principles and how to apply them in a contact center environment. This includes knowledge of how to route interactions from various channels, such as work item, email to the appropriate agents or queues. Familiarity with different omnichannel routing strategies and their impact on customer experience is crucial. This also encompasses understanding the integration points between different channels and the Genesys platform.


Workflow Design & Optimization: Expertise in designing and optimizing contact center workflows to streamline processes, improve efficiency, and enhance the customer experience. This includes analyzing existing workflows, identifying areas for improvement, and implementing changes to optimize agent productivity and customer satisfaction. Understanding how workflows interact with routing strategies and other contact center systems is essential. This also includes the ability to document workflows clearly and concisely.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.