You’ll do more thanthe expected. You’ll do the unexpected.
This position is responsible for ensuring customer contact interactions are routed in a manner that will add satisfaction, value, and relevance to American Express customers, employees and shareholders.
The qualified developer will be a part of a team of high performing technology analysts which support interfacing contact and agent servicing systems with Cisco ICM / UCCE and Genesys applications.
The candidate should have a working knowledge of intelligent call processing and be able to translate Business requirements to best in class routing solutions.
A rotating 24 / 7 on-call coverage is expected as a component of the job. Responsibilities include :
Responsible for programming Cisco ICM / Genesys GAX, development and 24X7 operational support of Global Service Network, Travel and Lifestyle Service, and Partner contact delivery platforms
Contact distribution via multiple media such as Cisco ICM / UCCE and Genesys Composer / Eclipse scripting, Avaya Switch, and Genesys Administrator Extension configuration
Interface with peer groups to ensure strategic and operational alignments
Provide project and analytical support for design and implementation of strategic objectives for Customer Service
Develop intelligent routing rules for clients to ensure project objectives are met or exceeded
Review daily operational performance challenges
Program, analyze, troubleshoot, and test solutions for problem resolution
Analyze risk and exposure for call delivery and business rules arbitration and recommend value add solutions
Plan and coordinate project assignments including project approach plans, status updates, and provide thorough documentation to ensure accurate and timely deliverables
Accountable for ongoing communication for all aspects of project status to management, customers, and peers
Offer of employmentwith American Express is conditioned upon the successful completion of abackground verification check, subject to applicable laws and regulations.
Project Management experience with contact delivery system knowledge to organize, plan, and control major assignments in various stages of development
Working knowledge of Cisco Intelligent Contact Manager, UCCE, Avaya, and Genesys platforms
Ability to arbitrate and negotiate between all levels of managements across the network
Training in or equivalent knowledge of Cisco ICM, Genesys Framework, switch, and network routing
Demonstrated teamwork, interpersonal and independent problem solving skills
Ability to influence without authority
Excellent oral and written communication and presentation skills
Must be a proactive, flexible self-starter, organized, with attention to detail
There’s adifference between having a job and making a difference.
American Expresshas been making a difference in people’s lives for over 160 years, backing themin moments big and small, granting access, tools, and resources to take ontheir biggest challenges and reap the greatest rewards.
We’ve also madea difference in the lives of our people, providing a culture of learning andcollaboration, and helping them with what they need to succeed and thrive.
Wehave their backs as they grow their skills, conquer new challenges, or eventake time to spend with their family or community.
And when they’re ready totake on a new career path, we’re right there with them, giving them theguidance and momentum into the best future they envision.
Because webelieve that the best way to back our customers is to back our people.
The powerfulbacking of American Express.
Don’t make adifference without it.
Don’t live life without it.
Tocomplete your application please click on the links below. However, if yourequire any assistance with the completion of this process or need anyreasonable adjustments to be made then please contact the Recruitment Team onrecruitment.
support.uk aexp.comor 00800 83000038 (for Russia based candidates 810 800 83 000038).