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This job is within the American Airlines Credit Union. The role is responsible for designing, deploying, and maintaining all aspects of the Credit Union’s telecommunications infrastructure and systems.

• Manage the company’s telecom needs including Contact Center administration, voicemail, call recording, call routing, VOIP, SIP/BYOC Circuits, add/moves/changes, edge servers, gateways, E911
• Act as escalation point (Tier 3) for all Credit Union network Contact Center, VOIP, WebRTC, telecom incidents, issues, production system problems
• Maintain and manage 200+ seat Contact Center systems, including quality management, work force management, Call Flows, IVR, etc.
• Define and manage user roles and permissions in system to meet business requirements
• Work with Business Units to support all Credit Union Telephony operations and maintain Service Level goals
• Work with Branch Managers and business units throughout the Credit Union, and Senior Management, to drive strategy and leverage telecommunication systems
• Develop and program call flows to meet business unit needs
• Look for synergies and opportunities to drive change and reduce cost by improving processes
• Define and manage contact center operational reports and business facing reports
• Continue employee training, education and communication about the Genesys Cloud platform to maximize employee understanding and usage
• Collaborate with Support Teams to ensure proper integration with third-party solutions including Tele-Banking, E911, and Fraud Prevention
• Manage external telecommunication vendors
• Develop and mature phone/ticket escalation processes regarding voice infrastructure to provide Tier 1 and Tier 2 service desk documentation and escalation processes
• Serve as Telecommunications Systems Administrator – phone provisioning, upgrades, data retention, scheduling, performance, and configuration
• Troubleshoot complex connectivity, system and audio issues reported by in-office and remote users
• Troubleshoot network issues with circuits, SDwan, routers/switches and other network-related equipment
• Perform other duties as assigned
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Computer Science, Engineering, Management Information Systems or related field, and/or ten years of equivalent progressive experience
• Five plus years’ experience with Verizon or AT&T voice networking or heavy voice communication, troubleshooting experience and support of a customer-facing call center
• 6+ years of professional Engineering experience focused on Contact Centers within the cloud
• Ability to support and troubleshoot contact center technologies (i.e. call recording, inbound/outbound routing strategies, IVR, Workforce Management, SIP, BYOC, etc.)
• Experience monitoring and managing contact center applications to ensure overall system performance, accessibility, and usability
• 3+ years of recent experience working hands-on with the Genesys Cloud Platform (Genesys CX)
• Ability to configure and enable advanced features sets (i.e. SMS/outbound campaigns, inbound call flows, CRM integrations, data access, etc.)
• 2+ years with WebRTC including troubleshooting complex WebRTC connectivity and audio issues
  

Preferred Qualifications- Education & Prior Job Experience

• ​Experience with design/architecture background (experience with design for disaster recovery/business continuity planning)
• Experience with vendor voice circuit design
• Genesys Certifications – CGX-GCP, GCX-ARC, GCX-WFM, GCX-SCRg

Skills, Licenses & Certifications

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
• Ability to demonstrate excellent oral and written communication skills & exercise effective interpersonal skills
• Ability to demonstrate excellent planning and organization skills with the ability to prioritize and manage multiple assignments simultaneously with attention to detail
• Skilled in excellent troubleshooting skills and the ability to analyze problems objectively
• Ability to think logically, manage competing priorities and meet deadlines
• Ability to be on-call 24/7 and flexibility for occasional overnight travel
• Ability to lift and transport moderately heavy objects, such data center hardware (routers, switches, and servers)
• Ability to sit for prolonged periods of time while operating a computer
• Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.