Software Engineer (Platform Engineering Support Engineer) - Genesys, Contact Center, Cloud, VMWare

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Job Description


Your experience meets a world of opportunity.

About American Express
American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success.
We make 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 through innovative payment, travel and expense management solutions.
Working at American Express
Experiences That Back You
What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.
 Reasons to Believe
An iconic global brand, where you  can grow as a leader
Meaningful and rewarding work that  is performed with integrity
A culture of learning in collaboration  with great colleagues and leaders
A unique career journey shaped by  your talent and curiosity
Support and trust to thrive in your  career and life
 The Powerful Backing™ of American Express.

 

About American Express


American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success.


We make 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 through innovative payment, travel and expense management solutions.


Working at American Express
Experiences That Back You


What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.

 

Reasons to Believe


• An iconic global brand, where you can grow as a leader
• Meaningful and rewarding work that is performed with integrity
• A culture of learning in collaboration with great colleagues and leaders
• A unique career journey shaped by your talent and curiosity
• Support and trust to thrive in your career and life

 

The Powerful Backing™ of American Express.

Function Description:


You won’t just shape the world of software.

You’ll shape the world of life, work and play.

 

American Express Voice Capabilities is part of the Global Services Group Technology organization which provides all the underlying technology in our contact centers that connect and curate interactions between Card Members and Customer Care Professionals to enable world class customer service support. Our Voice Capabilities are the critical back bone for all American Express servicing interactions, must always be available and highly resilient, and be flexible enough to adapt to the highly changing global servicing and regulatory environment 24x7, 365 days a year.

 

American Express is making strategic investments in our Voice Platform Engineering support teams.  These teams have a combination of infrastructure, vendor product, and Amex application skills coupled with experience in incident management. They work closely with Service Operations to provide Level 2 support during system outages, they deliver key automation and monitoring capabilities to improve performance and resiliency, and they code and configure systems to deliver permanent resolution to systemic problems.

 

As the Platform Engineering support engineer, you will be a hands-on engineer providing tactical support for Level 2 issues on critical bridge calls. You will be restoring service to critical voice applications, performing root cause investigation, and developing and implementing permanent resolutions.  In addition, you will improve our ability to monitor our systems through code and product instrumentation, integration with key tools, and development of automation to drive system self-healing, intelligent alerting, and greater platform resiliency. 

 

 

There are hundreds of opportunities to make your mark on technology and life at American Express. Here’s just some of what you’ll be doing:

  

  • You will be responsible for joining critical incident bridges to provide Level 2 issue restoration support as an individual or as part of a team.
  • Post restoration, you will deliver detailed root cause research by reviewing logs, working with product vendors, and reviewing system configuration and performance data, ultimately identifying what went wrong. 
  • You will develop and deliver solutions to permanently resolve these problems in the future. 
  • You will identify critical transactional activities and develop monitoring solutions to track these transactions and visualize the data.
  • You will develop intelligent alerting to provide informational and action-oriented alerts through a variety of channels including Slack, email, and text.
  • You will develop and deploy automation to replace manual tasks, enhancing response time, increasing system self-healing abilities, and improving support task accuracy.
  • You will constantly purse and learn industry leading/innovative technologies and solutions. Be acutely aware of enabling technologies and open-source products to build low latency distributed systems and share that perspective to help shape American Express strategy.
  • Participate and help grow an engineering culture of innovation and experimentation, engage in fun and outcome-oriented activities, and always be ready to try new concepts without fear of failure.
  • Collaborate with peer technology and product teams across different locations.

 

  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

 


Minimum Qualifications

 Purpose: Create a more powerful and personal customer experience by joining critical incident bridges to provide Level 2 issue restoration support.


Critical Factors to Success (Outcome Driven):

 

Business Outcomes:


• Understand the business needs and design high quality software applications in timely manner to fulfill those needs
• Identify and adopt new technologies to solve existing business needs and predict future challenges. 

Leadership Outcomes:


• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity

• Lead with a digital mindset and deliver the world’s best customer experiences every day.

 

 

Qualifications:

 

  • 5+ years of work experience.  Certifications in Genesys systems are a plus. 
  • 2-3 years’ experience with Level II support, bridge management, off hours support; Genesys, GAX, GIR, GAAP, WDE, ORS/URS, SIP/Carrier, SQL, Web Design, DT1, Moog 
  • Experience with Java, Python, Ansible and other relevant languages
  • Strong experience with the full stack of Genesys products including architecture, implementation, tuning, and support or equivalent experience with other vendor suites across the contact center product landscape including Call Routing, Voice Response, Call Recording, Speech Analytics, Workforce Management, WDE, and Outbound Dialer.
  • Strong understanding of the role of voice products in the contact center and their integration with other contact center applications like Servicing Portals.  Specifically, detailed understanding of Business processes that leverage these tools and platforms to help diagnose problems and determine potential business impact.
  • Wide breadth of engineering experience
  • Hands-on expertise with application design, software development, and automated testing
  • Experience with distributed (multi-tiered) systems, algorithms, and relational databases
  • Experience working in DevOps teams and Scrums.
  • Ability to learn and deep dive into new technology and business domains, question status quo, think outside of the box, question a vendor approach, and bring a strong external perspective to American Express strategic thinking.
  • Have excellent written and verbal communications skills.

 

 Academic Background


Bachelor’s Degree in CS or CSE or Equivalent

Functional


• Strong analytical & strategic thinking skills
• Ability to interpret technical /business objectives and challenges
• Porting/Software Configuration
• Agile Methodologies
• Software development/ testing
• Object oriented analysis and design across multiple platform
• Designing High Availability applications

Preferred:


• Product Engineering Knowledge
• Knowledge of Contact center technologies
• Platform engineering knowledge

Technical/Platforms

  • Experience with Java, Python, Ansible and other relevant languages
  • Strong experience with the full stack of Genesys products including architecture, implementation, tuning, and support or equivalent experience with other vendor suites across the contact center product landscape including Call Routing, Voice Response, Call Recording, Speech Analytics, Workforce Management, WDE, and Outbound Dialer.


Good to have :

• GAAP (Genesys) product knowledge

Behavioral:
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: 20003469
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 19, 2020, 6:50:20 AM