Senior Contact Center Engineer

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Senior Contact Center Engineer to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Information Technology

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology team equips our colleagues with the latest tools to complete their work efficiently and with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. AIG’s Information Technology functions include enterprise architecture, software and systems engineering, cybersecurity, and technology risk and compliance.

How you will create an impact

The role of Senior Contact Center Engineer will be integral to the deployment and maintenance of AIG’s CCaaS platforms - Creating high and low level design documents, optimizing intake and delivery processes, leading technical deployments and owning the API design between platforms.  They will also lead the vulnerability management and security processes of the contact center platform.

Responsibilities:

• Design, planning and support of contact center solutions and migrations (Genesys Cloud).
• Develops high and low level contact center design documentation in accordance with current processes and procedures.
• Leads API design between the Contact Center platform, business applications and technology partners.  Including cross working with other technology and business teams.
• Develops strategies to automate repetitive tasks to reduce time of delivery.
• Interfaces with and assists the Contact Center Architect to contribute to reference architectures, standards and certifications of existing and emerging technologies.
• Identifies and leverages best practices among engineering/operations staff as well as within peer teams.
• Drives the maintenance of standards and ensures operations teams maintain these standards through the contact center estate.
• Owns and drives the process for toll-free number migrations, to be executed by operations.
• Create test plans and UAT templates for project and operations teams to adhere to.
• Interacts with customers and/or functional peer group manager.
• Demonstrate the ability to fully document technical concepts/procedures and cross trains others in this area.
• Leads operations in the remediation of security vulnerabilities.
• Owns the submission and refreshing of Security Software Assessments (SSA) and supporting documentation for all contact center technologies.
• Leads the design and delivery of supporting Genesys apps, such as CRM adapters and survey tools.
• Owns the design and optimization of the request intake process for contact centers.
• Drives the roll-out of software packages and updates to existing platforms via operations teams.

What you'll need to succeed

• 10+ years of experience in enterprise level contact center delivery, integration, and support.
• Strong experience of Genesys Cloud.
• Prior experience of Avaya CM and NICE call recording solutions preferred.
• Able to develop self and others through coaching, contributing to team success, continuously learning and sharing knowledge.
• Demonstrate ability to formally present technical material related to design governance and metrics based initiatives.
• Able to interact with vendors to understand the product/technology lifecycle, follow end-of-life and provide recommendation for changes/upgrades.
• Demonstrates tactical and strategic ownership related to the management and support of assigned infrastructure areas participating in initiatives to maintain a secure and effective global technical infrastructure service
• Demonstrates expert level experience with Microsoft Office applications (Word/Excel/PowerPoint/Visio/Project).
• Demonstrates high analytical skills and self-motivated/directed.
• Applies standards consistently across all solutions.
• Demonstrates senior level technical skills and ability to successfully complete and standardize complex, non-routine contact center designs to provide consistent customer service experience.
• Demonstrates strategic foresight while employing hands-on technical skills on projects and work assignments
• Demonstrates ability to develop, organize and analyze performance metrics in their given function
• Demonstrates ability to develop, communicate and educate on standard operating procedures within their given function
• Must possess extrem