Genesys WFM

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 platforms 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 GRATs 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.