You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
This position is responsible for ensuring customer contact interactions are routed in a manner that will add satisfaction, value, and relevance to American Express customers, employees, and shareholders. The qualified developer will be a part of a team of high performing technology analysts which support interfacing contact and agent servicing systems with Genesys applications.
The candidate should have a working knowledge of intelligent call processing and be able to translate Business requirements to best-in-class routing solutions. A rotating 24/7 on-call coverage is expected as a component of the job.How will you make an impact in this role?
- Responsible for programming Genesys GAX, development and 24X7 operational support of Global Service Network, Travel and Lifestyle Service, and Partner contact delivery platforms
- Contact distribution via multiple media such as Genesys Composer/Eclipse scripting & Genesys Administrator Extension configuration.
- Interface with peer groups to ensure strategic and operational alignment.
- Provide project and analytical support for design and implementation of strategic objectives for Customer Service
- Develop intelligent routing rules for clients to ensure project objectives are met or exceeded.
- Review daily operational performance challenges.