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about 1 year ago
American Airlines
Location: Fort Worth
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 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 testing processes

  • Develop and oversee testing process and communicate quality and proficiency results

  • Drive the technology roadmap for the release management applications

  • Evaluates and provides technical solutions to complex application development and scheduling problems

  • Provide design approaches and solutions to support the key initiatives and programs

  • 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 pre-production support of software application

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

  • Administer additions, modifications, and changes inside GA or CME

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

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 developing interfaces for multiple technologies and platforms

  • Ability to create technology vision and roadmap, and communicate effectively with various levels within the organization

  • Minimum 3 years Genesys technical (or equivalent), hands on experience with focus on various Genesys technologies & solutions

  • Experience using Genesys 7.6 (or greater) routing tools (i.e. URS, IRD, GA, CME, Composer)

  • Experience with Genesys 7.6 (or greater) applications (IW, GSD, ccPulse, and VHT)

  • Demonstrated expertise developing Genesys applications in transaction routing or business process improvements environments according to Agile development methodologies

  • Experience with Development tools (quality, automation, and continuous integration)

  • Experience with task automation using off-the-shelf tools and/or customized scripts

  • Strong analytical skills with the ability to solve problems and formulate recommendations

  • Thoroughly knowledgeable and familiar with VoIP

  • Large/Multi-center contact center load balancing

Additional Locations: None 

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