Software Engineer - Voice / Contact Center

Job description

American Express is embarking on an exciting transformation driven by an energetic new 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 deliver innovative payment products and services at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team.

Job Responsibilities :

• Serving as a core member of an engineering team that designs and develops software applications and integrates them with voice infrastructure components

• Writing code and unit tests, working on API specs, automation, and conducting code reviews and testing

• Identifying exciting opportunities for adopting new technologies to solve existing needs and predicting future challenges

• 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 for ongoing sprints and managing a list of technical requirements based on industry trends, new technologies, known defects, and issues

Desired profile

• Demonstrated experience in Agile development, application design, software development, and testing

• A proven hunger to learn new technologies and translate them into working software

• Ability to effectively communicate with internal and external business partners

• Expertise in objected oriented analysis and design across a variety of platforms

• Thorough understanding of multiple IT Voice disciplines and proficient in implementing Computer Telephony Integration with contact routing platforms

• Thorough understanding of how Omni-Channel plays a role in contact center call distribution and resolution

• Thorough understanding of contact center telephony, servicing thru multi channel enablement and international call center design and delivery through Business Process Optimization opportunities

• Thorough understanding of CUCM, CVP, UCCE, G2 ISR's, networking, with experience in supporting Contact Centers

• Experience with CTI Integration and VXML development in an enterprise setting

• CCNP Certification preferred

• Experience with a broad range of software languages and contact center technologies is a plus

• Educational requirement : BS or MS degree in computer science, computer engineering, or other technical discipline, or equivalent work experience

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, protected veteran status, disability status, or any other status protected by law. Click here to view the "EEO is the Law" poster.