Job description
Job Description: Voice Senior Engineer – Cisco UCCE
American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.
We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.
Get ready to make impressions that will last.
Role: Customer Contact Capabilities and Service Technologies (CCCS) is a global development team supporting Voice applications across all GBT lines of business, both internally developed, and applications purchased from 3rd party vendors. The CCCS portfolio is currently integrated with numerous non-Voice applications on both distributed and managed vendor service platforms. This position will work closely with all CCCS locations and peers across GBT providing consulting expertise, leveraging business and technical knowledge to support business strategies and deliver business value. This will be part of a global team with presence in North America, UK and India. This position will be North America or UK based.
Key Responsibilities:
- Responsible for the quality of deliverables in terms of the technical design, implementation, testing and adherence to technical compliance standards. Works primarily with Lead Project Managers, Program Managers, Architects and/or Vendor partners.
- Interacts with the business to understand associated business processes in conjunction with Process Analyst resources (if available).
- Delegates to employee and Vendor developers, Senior Programmer Analysts and/or Programmers, and monitors performance across resource channels.
- Works with Business Analysts/business partners to determine and translate business requirements into technology solutions.
- Ensures technical design/implementation documentation is completed to a high standard (delegating to Senior Programmer Analysts and Programmers as appropriate):
- Program specifications
- Implementation/support documentation
- Disaster recovery documentation
- Provides/reviews estimates for design, build, test and implementation phases, ensuring quality and accuracy is maintained.
- Advises project management on the best time to engage dependent teams (for example, database management teams).
- Manages (monitors and addresses) all development or third-party software integration activity and is accountable for ensuring quality and adherence to technical, security and compliance standards.
- Provides feedback to Lead Architects on practical utilization of enterprise-wide standards.
- Supports the architectural design and documentation.
- May be required to perform/lead software design, development and documentation.
- May be required to perform evaluation of third-party software products as it relates to integrating with GBT applications.
- Provides hands-on technical expertise/governance on all aspects of implementation or third-party software integration.
- Guarantees quality of software development, and/or third-party software integration and testing.
- Works on projects, applications and platforms supporting contact applications
- Regular code reviews to ensure alignment with development, implementation and performance standards
- Provide updates to program specification and implementation documentation
- Revise code based on test results
- Involved in various testing phases
- Escalates, provides feedback and proposes changes to program/implementation specifications
- Interacts with the business to understand associated business processes
- Works with Business Analysts to determine and translate business requirements into technology solutions
- Ensures technical design documentation is completed to a high standard
- Performs software design, development and documentation activities
- Provides hands-on technical expertise on all aspects of the project delivery lifecycle including fault resolution
Key Qualifications:
- Must have experience and a strong understanding of UCCE application, scripting, troubleshooting and (preferred) admin scripts.
- Experience with design methodology
- Experience creating new scripts, adding dialed numbers, interacting with admin scripts, CVP and major carriers
- Experience with ISE and proficient in validating, creating, and implementing script changes and the various components of a call flow
- Understanding of industry trends and tools
- Knowledge of major contact routing platforms used in contact centers
- Experience integrating Business Process Management systems with contact routing platforms
- Experience working with major carrier networks and Intelligent Routing Platforms
- Understanding of SIP Refer and Cisco CUBE features
- Experience working with virtualized platforms in a multi-data center environment
- Experience in a customer facing role requiring a high level of individual responsibility
- Be highly organized and a good multi-tasker, take charge and know how to lead, be an effective communicator.
- Recognize and solve problems quickly and escalate as appropriate
- Must be able to interface with end-user business, technology customers in an effective and positive manner
- Ability to design and execute activities to support a global contact routing platform
- Must possess strong written and verbal communication skills, with the ability to influence cross functional teams, business partners and technology leaders
- Strong analytical and problem-solving skills
- Energy, initiative, and a positive attitude
- Willingness to travel when required
This position will be part of the team directly responsible for all production systems globally, therefore by definition there may be a requirement for 24 x 7 on-call support and a willingness to travel globally, work off-hours and weekends as required.
This job summary highlights your key responsibilities. However, as you can appreciate, you may be asked and required to carry out other specific tasks as necessary in order to establish, through a spirit of teamwork and co-operation, an effective and efficient departmental operation.
Location
The US national annual base salary range for this position is from $85,000 to $170,000. 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 our Annual Incentive Award plan, which rewards participants based on company and individual performance. For information about our comprehensive US benefits programs and eligibility, please review our 2022 Benefits-at-a-Glance document.
GBT 2022 Benefits-at-a-Glance
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
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