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about 1 year ago
American Airlines
Location: Fort Worth, Texas
Job type: Contract/Locum
Contact: No Name
Category: Engineers

Job Description

This role interacts with various teams inside AA and vendors and is responsible for documenting the design and delivery of services to our business units.  These may include business requirements, architectural design, routing strategies, list objects, or process delivery modifications to ensure optimal performance.  Requires continuous interaction with IT leads and developers, project management, business executives and other executives to ensure deliveries or changes are well documented.



  • Understand, document, and update integrated call handling processes
  • Depict strategies and call flows in a consistent and understandable fashion
  • Convey SIP methodologies and call flows into layman’s terms
  • Develop and administer quality reviews of processes / tools to support standard offer
  • Work with involved parties to document business request and design requirements
  • Document and update technical design specifications upon delivery
  • Develop and maintain usable standard repository
  • Align with and support cross Business Unit process initiatives

Job Qualifications

Bachelor’s degree plus six years’ experience directly related to role responsibilities or an equivalent combination of education, training and experience


Directly related education, training and experience includes:

  • Experience with enterprise service to a multi-site contact center environment (must)
  • Requires demonstrated proficiency with technical writing using Word, PowerPoint, and Visio
  • Proven ability to accurately interpret and deliver to varying audiences in a clear, concise manner
  • Interaction with a technical team utilizing Genesys for service design and/or delivery (must)
  • Previous design and development in a SIP environment
  • Knowledge and familiarity with VoIP
  • Understanding of web services configuration
  • Project and process management in the telephony arena
  • Handling multiple inputs in a high pressure, dynamic environment
  • Proven ability to perform and thrive in a collaborative consensus-oriented environment

Additional Locations: None
Job Level: 3,4
Requisition ID: 4348 


Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Telecom, Telecommunications, Engineer, Technical Writer, Project Manager, Technology, Engineering

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