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Job Description :
Why American Express?
- There's a difference between having a job and making a difference.
- American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
- We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they- re ready to take on a new career path, we- re right there with them, giving them the guidance and momentum into the best future they envision.
- Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don't make a difference without it.Don't live life without it.
- Function Description : Work as Engineer-I in Global Interactive Voice Response (IVR) platform, responsible for IVR Infrastructure & Engineering
- Purpose of the Role : Serve as a core member of IVR engineering team that innovates, designs and deliver IVR Infrastructure setup, develops software applications for next generation contact centers
Responsibilities :
- Innovates, designs and deliver IVR Infrastructure setup, develops software applications for next generation contact centers
- Writing code and unit tests, working on API specs, automation, and conducting code reviews and testingoperational engineering, troubleshooting, tracking down issues and the ability to code fixes
- Be the Availability champion - solution for proactive monitoring, capacity planning, performance (reducing latency and increasing efficiency etc)
- System Integration of complex Architectures / Platforms and managing dependencies across multiple Platforms.
- Involvement in all development activities and accountability for ensuring quality and adherence to Technical, security and compliance standards
- Identifying exciting opportunities for adopting new technologies to solve existing needs and predicting future challenges
- Work closely within the team and with other Support teams to develop and implement standards and troubleshoot complex issues.
- Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications :
- Critical Factors to Success :
- High Platform Availability
- Bring in Innovation
- Collaboration and Partnership with other stakeholders including Technology and Product Owners
Past Experience :
- 5+ years of Contact center domain experience mainly in Inbound Voice Response Platforms. Domain expertise in designing and developing IVR application in Genesys environment.
- Experience in Linux administration & troubleshooting with automation skills
- Exposure to Nuance ASR, Speech, NPL and modern IVR technologies
Academic Background : BS or MS degree in computer science, computer engineering, or other technical discipline, or equivalent work experience
Functional Skills/Capabilities : Must be able to demonstrate the following technical, functional, leadership and business core competencies, including:
- Adaptive Communication
- Agile Practices
- Industry and Company Knowledge
- Organizational Change Management
- Technical Acumen
- Technology Industry Trends
Technical Skills/Capabilities :
- Genesys product knowledge specially in Core Genesys Framework 8, Genesys Voice Platform 8.x, Genesys Composer 8.x, URS/ORS Scripting, GAAP (App Automation Platform), Genesys Platform SDK, WDE, WFM.
- Hands on Java, J2EE Frameworks, Micro services, REST APIs, Node JS and application migration to Cloud environment
Knowledge of Platforms : Understanding of multiple IT Voice/ Contact center disciplines and proficient in implementing Computer Telephony Integration with contact routing platforms
Behavioral Skills/Capabilities : Ability to effectively communicate with internal and external business partners
Enterprise Leadership Behaviors :
- Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.
#NOLI
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