American Express Careers

Software Engineer II - IVR, Genesys

Gurgaon, India
Digital Commerce Technology

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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.

Work as Engineer-II in Global Interactive Voice Response (IVR) platform, resposible for IVR Infrastructure & Engineering
Purpose of the Role
Serve as a core member of an Engineering team that innovates, designs and deliver IVR Infrastructure setup for next generation contact centers
Identifying exciting opportunities for adopting new technologies to solve existing needs, predicting future challenges and delivering continuous improvement
Act as Level 3 support for Contact Center Service Operations (SO) team, work on troubleshooting of known defects and issues
Support Platform Availability – solution for proactive monitoring, capacity planning, performance including reducing latency and increasing efficiency etc. Responsible for Lower Environment (E1/E2) support.
Work on 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
Work closely within Contact center Tech teams, Product Owners to support develop and implement Contact Center solutions



Critical Factors to Success:

  • High Platform Availability - Test and Production Environment

  • Bring in Innovation, collaborate and support new Technologies

Past Experience:

  • 4 + 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

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

  • Linux administration & troubleshooting with automation skills

  • Experience deploying IP telephony across both Cloud, LAN’s and WAN’s. SIP and ePaaS.

  • Understanding of networking and virtualization technologies like Load Balancers, VMWare ESXi etc

  • Working knowledge of DevOps, CI/CD.

  • Experience with  Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset

Knowledge of Platforms:

Contact center domain experience mainly in Inbound Voice Response Platforms. Domain expertise in designing and developing IVR application in Genesys environment.


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  


ReqID: 19009355
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 16, 2019, 6:07:33 AM
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