Senior Associate-Digital Product Management

Brighton and Hove
Full time
Posted
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American Express
Banking, investment & finance
10,001+ employees
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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.
  • Program, analyse, troubleshoot, and test solutions for problem resolution.
  • Analyse risk and exposure for contact delivery and business rules arbitration and recommend “value add” solutions.
  • Plan and coordinate project assignments including project approach plans, status updates, and provide thorough documentation to ensure accurate and timely deliverables.
  • Accountable for ongoing communication for all aspects of project status to management, customers, and peers
Minimum Qualifications:
  • Project Management experience with contact delivery system knowledge to organize, plan, and control major assignments in various stages of development.
  • Working knowledge of contact management solutions via Genesys platforms
  • Proven knowledge of Cloud solutions would advantageous
  • Ability to arbitrate and negotiate between all levels of managements across the network.
  • Training in or equivalent knowledge of Genesys Framework, switch, and network routing
  • Demonstrated teamwork, interpersonal and independent problem-solving skills.
  • Ability to influence without authority.
  • Excellent oral and written communication and presentation skills
  • Must be a proactive, flexible self-starter, organized, with attention to detail.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

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