Senior Voice Engineer

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

 

Ready to explore a career path? Start your journey.

American Express Global Business Travel is embarking on an exciting transformation driven by an energetic team of high performers. This group is nimble and creative with the power to shape our technology and product roadmap. If you have the talent and desire to learn new technologies to deliver solutions to our customers, join our team.

You will be part of a fast-paced, entrepreneurial team responsible for delivering world-class customer experiences primarily in a contact center environment utilizing Cisco Contact Center tools and interfaces across multiple channels. You will be challenged with identifying innovative ideas and proof of concept to deliver against the existing and future needs of our customers.

This position would be virtual with a preference for the west coast.

Responsibilities include:

• Serving as a core member of an engineering team that designs and develops call flow scripts to integrate with voice infrastructure components.
• Writing code and unit testing, call flow design and automation, conducting script review and testing.
• Owning all technical aspects of UCCE software development and deployment.  Performing hands-on design, and scripting integration
• Performing hands-on scripting development, deployment, and testing, typically spending about 50% of time writing scripts, conducting code reviews and testing or doing proof of concepts/automation tools
• Driving consistent development practices - tools and common components; Developing deep understanding of tie-ins with other systems and platforms within the supported domains
• Identifying exciting opportunities for adopting new technology to solve existing needs and predicting future challenges.
• Identifying new and innovative options to meet complex routing demands while providing tools and options for end users.
• Performing ongoing refactoring of code, utilizing visualization and other techniques to fast-track concepts, and delivering continuous improvement.
• Working with product managers to prioritize features and managing a list of technical requirements based on industry trends, new technologies, known defects, and issues.
• Responsibility of mentoring engineers

Qualifications

• 3+ years of Cisco UCCE scripting experience
• Thorough understanding of CUCM, CVP, UCCE, with experience in supporting Contact Centers
• eGain experience is a plus.
• Demonstrated experience in analysis and design and deployment within a contact center.
• Ability to take conceptual network designs (voice/data) and move them into detailed analysis with project execution outcome.
• Experience with a broad range of contact center technologies is strongly preferred.
• Operational experience in a Contact Center strongly preferred.
• Ability to effectively communicate to internal and external business partners on solution design.
• A proven hunger to learn new technologies.
• Strong Excel experience with a focus on manipulating/sorting data and running queries.
• BS or MS degree in Computer Science, Computer Engineering, or equivalent work experience
• Preference given to individuals with SQL Queries, JAVA, Python, or C++, languages.

     

Location

United States - Virtual Location

     

     

The US national annual base salary range for this position is from $60,000 to $120,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

     

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice