Senior Software Engineer - Contact Center / IVR Infrastructure

American Express

Fill 66New Delhi (NCR)

Last shared 234 days ago

Job Description

Build Platforms and Capabilities that Provide Superior Customer Service. Be a part of our team as we transform the Global Contact Center supporting American Express card members and customer care professionals. Software Engineers that join our Technologies team can be assigned to one of several exciting teams that are responsible for development and management of voice responses and related capabilities under Customer Contact Capability Organization. If you have the talent and desire to deliver innovative products and services at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team! You will be part of a fast- paced, entrepreneurial team responsible for delivering projects for the Global Contact Center platform supporting our global customer base. You will be challenged with identifying innovative ideas and proof of concept to deliver against the existing and future needs of our customers. The Primary responsibilities will be leading the Infrastructure Set- Up / Build Projects for Interactive Voice Response (IVR) Platform under Customer Contact Capabilities Organization. This role requires System Integration Experience managing complex Architectures / Platforms and managing dependencies across multiple Platforms. Transform technology and your career. There s no way around it, it takes a highly skilled and dedicated Engineer to drive change and deliver outcomes. Here s some of what you ll be doing: Leading engineering team that is responsible for building next generation contact centers Investigating highly complex technical issues Partnering with the business and technical partners to design new customer journeys Leading and mentoring technical team members Providing troubleshooting and resolution of complex implementation issues within a project plan and across the strategy Multitasking across multiple projects of varying size and technical complexity while focusing on details without losing sight of the bigger strategy Balancing complex integrations and simple design Aligning to a roadmap that integrates platforms through APIs 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 Qualifications Qualification: Bachelor s degree in Engineering, Computer Science, or related field 10 years of Contact Center infrastructure experience with minimum 5 years Genesys technical, hands on experience with focus on various Genesys/ other contact center technologies & solutions Omni- Channel customer journey experience a definite asset Familiar with TDM to IP gateways (Cisco, Audiocodes, Paraxip, etc.) Familiar with Network Load Balancing platforms (NLB, F5) Understand requirements specific to deploying IP telephony across both Cloud, LAN s and WAN s. SIP and ePaaS. Contact centre domain experience with IVR experience. Exposure to ASR, Speech, NPL and modern IVR technologies. Thorough understanding of multiple IT Voice disciplines and proficient in implementing Computer Telephony Integration with contact routing platforms Ability to do Knowledge transfer with both internal staff and customers Demonstrated experience in agile development, application design, software development, and Automation. A proven hunger to learn new technologies and translate them into working software. Thorough understanding of how Omni- Channel plays a role in contact center call distribution and resolution Thorough understanding of contact center telephony, servicing thru multi channel enablement and international call center design and delivery through Business Process Optimization opportunities Experience with Java/ JavaScript, Eclipse SDK & XML (SCXML/ VXML) a definite asset Excellent written and verbal skills in English At the core of Engineering Every member of our team must be able to demonstrate the following technical, functional and leadership core competencies, including: Agile Practices Software Configuration Automation Programming/ Software Development Enterprise Architecture Adaptive Communication Analytical Thinking Why American Express Talk to our people and you ll find out what we re really all about. Open, creative, risk- taking, collaborative and innovative are just some of the expressions you ll hear. It s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here. ReqID: 18007906 Schedule (Full- Time/ Part- Time): Full- tim

About American Express

American Express is a global service company, providing customers with exceptional access to products, insights and experiences that enrich lives and build business success. Each day, American Express makes it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services. An engine of commerce, American Express provides innovative payment, travel and expense management solutions for individuals and businesses of all sizes. Most of all, we help our customers realize their dreams and aspirations through industry-leading benefits, access to unique experiences, business-building insights, and global customer care. We enable our customers to do and achieve more. Learn more about us at: See our community guidelines at: If you have a customer service issue or question, please visit

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