Find Job

senior Engineer IiAmerican Express

Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 06/08/2022
Deadline: 06/09/2022
Job Description:
Senior Engineer II
You lead the way. We've got your back.
WE ARE AON HEWITT'S BEST EMPLOYER FOR 2017, 2018, and 2019 IN THE PHILIPPINES
ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards' HALL OF FAME
J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
One of HR Asia's Best Companies to Work For 2021
Great Place to Work ® ASIA CERTIFIED
Great Place to Work ® GLOBAL CERTIFIED
Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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 broader 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.
Responsibilities:
Work closely with Engineers and Senior Engineers and cross functional groups to ensure that the Genesys global platform, specifically Genesys Interaction Recording (GIR) and Speechminer, is designed, built, and delivered on-time and aligned to business requirements
Investigate level II and Level III technical GIR and Speechminer issues. Is expected to work with other technical and business groups to resolve issues
Hands-on application design, software development, and recording call flow testing
Involvement in all development activities and accountability for ensuring quality and adherence to Technical, security and compliance standards
Leverage knowledge of the role of voice products in the contact center and their integration with other contact center applications like Servicing Portal in order to make platform improvements
Work with DevOps teams and Scrums teams to resolve issues and integrate new features
Learn and dive deep into new technology and business domains, question the status quo, think outside of the box, question a vendor approach, and bring a strong external perspective to American Express strategic thinking
Develop a detailed understanding of Business processes that leverage these tools and platforms to help diagnose problems and determine potential business impact
Qualifications:
Bachelors or master's degree holder in Computer Science, Information Systems, or other related field (or has equivalent work experience)
6+ years of software development experience, preferably in Genesys contact center technologies specialized in GIR and Speechminer.
Willingness to learn new technologies and exploit them to their optimal potential
Has the ability to effectively interpret technical and business objectives and challenges and articulate solutions
4-5 years experience with Level II support, bridge management, off-hours support
Has deep knowledge of Genesys GAX, GIR, GAAP, WDE, ORS/URS, SIP/Carrier, SQL, Cassandra, and Oracle DBs.
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
Must be able to demonstrate the following technical, functional, leadership and business core competencies, including:
Agile Practices
Porting/Software Configuration
Programming Languages and Frameworks
Business Analysis
Analytical Thinking
Business Product Knowledge
4+ years of proven progressive experience with system design and delivery of large projects with distributed teams.
Deep industry and technical expertise and operational experience in contact routing, Computer telephony integration (CTI), Interactive Voice Response Systems, Voice browsers and VXML, Automatic Call Distribution, Predictive dialers, Telecom carrier networks, Quality Monitoring, Online interactive systems and Contact Center Analytics platforms.
Architecture knowledge for the design, development and delivery of telephony solutions for inbound and outbound contact management platforms using:
Genesys technologies solutions
Omni-channel customer journey
Integration into numerous backend platforms and System of Records
Hands on knowledge and understanding of architecture, requirements analysis, applications systems design and integration, with a detailed understanding of application design, configuration and integration of third party software products
Thorough understanding of scalable, secure and robust n-tier architectures for achieving end-to-end performance, scalability, availability, reliability, usability, configurability, integration and security
Ability to work with business partners and articulate technical trends / concepts and design / implementation considerations
Strong consultative skills; leadership presentation skills, excellent ability to translate technical language and architecture into understandable business statements
Typically has prior experience in multiple IT voice disciplines with a proven understanding of architectural concepts (data, technical and solution), issues and trends
Excellent verbal and written communication skills; demonstrated ability to work with business partners and articulate technical trends/concepts and design/implementation considerations
Ability to negotiate amongst multiple technical options and make solution decisions with varying levels of information
Candidate must have solid telephony / Call center infrastructure operations knowledge which includes thorough understanding of:
Genesys platform (Routing, Interactive Recoding, Speechminer and Genesys Framework, Voice Response, Omni-channel configuration, Reporting and Digital channel integrations)
Carrier routing tools such as ATT route IT
Exposure to SIP-based protocols and media convergence
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Compensation Package
We're open to discuss this further in the process - but we're pretty sure that whatever American Express comes up with as an offer - it would be something that you won't be able to refuse! You'll be able to enjoy most of our amazing benefits on your first day with us and that's just the icing on the cake. In American Express, our people come first, so the longer you stay, the more "savings" you make and look forward to thanks to our Retirement Benefits!
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Other Info

Taguig City, Metro Manila
Permanent
Full-time

Submit profile

American Express

About the company

American Express jobs

Taguig, Metro Manila

Position senior Engineer Ii recruited by the company American Express at MetroManila, Manila, Taguig, Joboko automatically collects the salary of , finds more jobs on Senior Engineer II or American Express company in the links above

About the company

American Express jobs

Taguig, Metro Manila

  • Employer support:
  • +84 962.107.888