American Express Global Business Travel Voice Senior Engineer -- Cisco in Boston, Massachusetts
Job Description: Voice Senior Engineer – Cisco
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: The Voice Senior Engineer provides architecture direction, design, implementation, and support services for Voice and associated Unified Communications services across the enterprise, including Cisco Unified Contact Centre Enterprise (UCCE).
In partnership with multiple vendor partners, architects’ solutions to drive business growth and support business optimization. Applies oversight and direction to vendor partners for platform solutions, change management, and optimization.
The role requires strong experience of Cisco ICM/CM enterprise scale platforms, preferably in a CCaaS environment and knowledge of Cisco UC / CC platform, incorporating IM&P services. Experience of integrating these solutions into an enterprise infrastructure platform, with WAN/LAN, Active Directory, and Single sign-on, is also required.
Knowledge and experience of carrier inbound SIP services is a requirement, and experience in using SIP features strongly preferable. Experience of integration with Intelligent Virtual Assistant, and similar technologies a benefit.
This will be part of a global team with presence in North America, UK and India. This position will be North America.
Partner with key vendors on design, change, and implementation activities
Partner with internal technology groups for integration of CC and UC services into the GBT technology environment
Working with business partners to understand business requirements for additional features and further deployments of the core platforms
Validation and testing of features and changes
Inbound call delivery design and implementation in carrier platforms to optimise resiliency and efficiency
Provide escalation support for any technical issues in partnership with Operations and the relevant vendor partners
Creation and maintenance of technology standards relating to the CC and UC platforms
Technical guidance and leadership for future large-scale deployments of core platforms
Validate system upgrades and configuration changes when required
Software version releases including planning, testing and deployment through voice team or other internal and vendor partner teams.
Ensures technical design documentation is completed to a high standard
Minimum 5 years overall Voice experience with 2 years of experience working with Cisco ICM/CM platforms, including deployment activities
CCNA, CCNP, CCIE Voice preferred
Knowledge of Cisco VXml, CVP, PG, Finesse, Jabber, EGain
Cisco Scripting knowledge a plus.
Strong knowledge of VoIP protocols, and QoS
Knowledge of carrier SIP services
Experience with NICE and EGain solutions an advantage
Ability to work with business partners to understand requirements and translate into technical solutions
Team Player with proven communication, organizational, and strong interpersonal skills. The role requires significant interaction with many different teams across a global company.
Must be able to work in a team environment with a “can do” attitude capable of overcoming difficult challenges.
Self-motivated, with keen attention to detail and excellent judgment skills
Ability to establish new standards for quality, performance or productivity
Able to prioritize and drive to results with a high emphasis on quality
Broad understanding of enterprise scale infrastructure platforms – WAN/LAN, AD, SSO, DNS
Understanding of industry trends and tools
Recognize and solve problems quickly and escalate as appropriate
Partner with internal teams on application development / deployment
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.
United States>Michigan>Virtual Location
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.
GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/)
American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 16,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.
American Express Global Business Travel
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