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14 days ago
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Senior Infrastructure Engineer


American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Engineers
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Job Description

This role interacts with various teams inside AA and vendors and is responsible for designing and developing routing strategies and list objects to ensure optimal performance.  Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.

 

RESPONSIBILITIES Tasks, functions, deliverables, etc.

  • Design, develop, document, and implement standard, integrated call handling processes

  • Develop concise and clear technical specifications based on analysis of complex business requirements

  • Contribute effectively at many different points in a project life cycle, as an individual contributor

  • Provide production support of software application

  • Integrate SIP methodologies into strategy development

  • Develop and administer quality reviews of processes / tools to support standard offer

  • Incorporate outbound capabilities using GVP and Proactive Contact

  • Administer changes using GA and Database query development (SQL & Oracle)

  • Collaborate with infrastructure technology and management to define and document strategies and standard processes

  • 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 using Genesys 7.6 (or greater) routing tools (i.e. URS, IRD, GA, CME, Composer)
  • Experience developing database queries and scripting
  • Demonstrated expertise developing Genesys applications in transaction routing or business process improvements environments according to Agile development methodologies
  • Experience developing enterprise client server applications, including database design and development within Oracle, DB2, and SQL Server environments, and developing web based applications using HTML, JavaScript, Ajax, JSP, JQuery and CSS
  • Minimum 5-8 years Genesys technical (or equivalent), hands on experience with focus on various Genesys technologies & solutions
  • Cloud deployment experience
  • Previous design and development in a SIP environment
  • Knowledge and familiarity with VoIP
  • Large/Multi-center contact center load balancing
  • Experience with web services configuration
  • Proven ability to perform and thrive in a collaborative consensus-oriented environment
  • Analysis and problem solving – demonstrated ability to recognize issues and develop effective solutions

Additional Locations: None 

Job Description

This role interacts with various teams inside AA and vendors and is responsible for designing and developing routing strategies and list objects to ensure optimal performance.  Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.

 

RESPONSIBILITIES Tasks, functions, deliverables, etc.

  • Design, develop, document, and implement standard, integrated call handling processes

  • Develop concise and clear technical specifications based on analysis of complex business requirements

  • Contribute effectively at many different points in a project life cycle, as an individual contributor

  • Provide production support of software application

  • Integrate SIP methodologies into strategy development

  • Develop and administer quality reviews of processes / tools to support standard offer

  • Incorporate outbound capabilities using GVP and Proactive Contact

  • Administer changes using GA and Database query development (SQL & Oracle)

  • Collaborate with infrastructure technology and management to define and document strategies and standard processes

  • 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 using Genesys 7.6 (or greater) routing tools (i.e. URS, IRD, GA, CME, Composer)
  • Experience developing database queries and scripting
  • Demonstrated expertise developing Genesys applications in transaction routing or business process improvements environments according to Agile development methodologies
  • Experience developing enterprise client server applications, including database design and development within Oracle, DB2, and SQL Server environments, and developing web based applications using HTML, JavaScript, Ajax, JSP, JQuery and CSS
  • Minimum 5-8 years Genesys technical (or equivalent), hands on experience with focus on various Genesys technologies & solutions
  • Cloud deployment experience
  • Previous design and development in a SIP environment
  • Knowledge and familiarity with VoIP
  • Large/Multi-center contact center load balancing
  • Experience with web services configuration
  • Proven ability to perform and thrive in a collaborative consensus-oriented environment
  • Analysis and problem solving – demonstrated ability to recognize issues and develop effective solutions

Additional Locations: None 


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