Senior Routing Strategist for Contact Centers

hace 4 días


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

As a leading global supplier of Business Process Outsourcing, the Bosch Group develops innovative service solutions in various sectors. Our experts support national and international customers with complex business processes.

We are seeking a highly skilled Senior Routing Strategist to join our team at the Bosch Group. In this role, you will design and develop routing strategies to implement business logic within the Contact Center service. This includes integrating backend systems into these strategies and leveraging AI technologies to enhance self-service capabilities.

Your key responsibilities will be:

• Design and implementation of conversational flows

• Develop new routing strategies for various channels

• Troubleshoot routing related issues

• Implement self-service capabilities and leverage AI technologies

• Develop integrations towards backend systems like CRMs or ERPs, but also to underlying technologies like ElasticSearch, Cassandra and Redis

• Operate Kubernetes multicloud solution

You will work closely with our experienced professionals to deliver high-quality solutions that meet the needs of our customers.

To succeed in this role, you should have:

• Proficient in SQL, SCXML and ECMA script

• Ability to understand API specifications quickly

• Service specific technical knowledge, communication, coordination and organizational skills

• Exceptional analytical capabilities, communication skills and intercultural competence

• Contact Center and Genesys Engage experience would be beneficial

You hold a Bachelor's degree in a related field or equivalent work experience. Fluency in English is required, and German and Spanish are also beneficial.


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