Description
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let’s lead the way together.
As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the roader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex
How will you make an impact in this role?
The successful candidate for this role will work within the Genesys Platform team responsible for implementation and configuration of framework components within ConneX. ConneX is American Express’s next generation contact center solution that aims to enable best-in-class experiences for Amex customers across channels, platforms, geography and time, fulfilling the Amex brand commitments and servicing promise through flawless implementation of a modern highly configurable platform. The chosen candidate will be exposed to a wide range of technologies and challenges.
Specifically, this candidate:
Will collaborate with multiple agile teams building and enhancing contact center solutions.
Has to do installation and configuration of the Genesys suites (both Linux and Windows).
Need to have hands on Experience of carrying enterprise DR for Genesys
Need to have hands on Experience of upgrading oracle from 12c to 19c
Need to have hands on experience with very large-scale deployment and configuration of Genesys 8.5 – Framework, Configuration and Management, Routing & Media components.
Need to have expert knowledge of SIP integration
Has a clear understanding of reporting (GIM/ICON) schema and impacts to reporting with respect to routing changes
Has Experience in working in Scrum model of Delivery.
Experience working on Genesys Administrator, GAX, Pulse and the ability to create, modify, and maintain templates.
Design, Deploy Genesys WFM and Infomart Reporting with close coordination with other teams.
Independently Design, Deploy Genesys WFM & guide on Scheduling, Forecasting
Wireshark, Kazimir , SIP Visualizer, CICD Devops, GAX, CCPulse, Splunk ,Eclipse, InteliJ, Eclipse Memory Analyzer Tool, Soap UI, Cocoa Restclient , JMeter ,Postman
Must have strong knowledge on designing and developing Genesys Reporting solutions which includes GII 4.2 ,GCXi,Pulse STAT server, CCA, Data Mart, ICON, Infomart.
Excellent Communication and interpersonal skills
Work with the following technologies:
o Genesys Outbound Contact Server 8.5
o Genesys CPD (Call Process Detection)
o Genesys WFM 8.5
o Genesys WDE 8.5
o Genesys GA/GAX 8.5
o Splunk
Identify opportunities for adopting new technology to solve existing needs and predicting future challenges.
Develop a deep understanding of application designs and system integrations.
Qualifications
12 years designing, implementing and supporting contact center technologies.
Experience supporting highly resilient, complex, GDHA solutions.
Knowledge of Voice Response design and deployment.
Ability and desire to learn and apply multiple technologies within a broad set of solution domains.
Strong organization and prioritization skills.
Strong ability to communicate effectively across technical and non-technical teams.
Ability to lead without direct authority in a matrixed organization, bringing a wide variety of teams together to solve complex problems.
Ability to lead a small team of highly skilled engineers in a positive, high intensity environment.
Strong mentoring ability.
Bachelor’s degree or relevant experience.
Desired:
o 5 years experience with contact centers technologies.
o 1-3 years experience with Genesys Engage platform
o 1-3 years experience with Genesys Media Control Platform
o 1-3 years experience in deployment and management of Genesys CPD
o Experience working in an Agile or Scaled Agile (SAFe) environment.
o 5 years in providing support levels 1 – 3
o 5 years working with ISP (Internet Service Providers)
o 5 years working with networking LAN/WAN
o 5 years configuring and troubleshooting System infrastructures
o Ability to troubleshoot Windows server 2016
o 5 years experience with VMWare
o 1-3 years experience with Microsoft IIS
o 1-3 years experience with SQL 2019
o 5 years read and write scripts in PowerShell/Python
o 5 years experience with troubleshooting home networks
o 5 years deployment and maintaining monitoring tools
o 1-3 years experience of Ansible
Qualifications
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job: Technologies
Primary Location: India-Karnataka-Bengaluru Urban
Other Locations: India-India-Bangalore
Schedule Full-time
Req ID: 23011938
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