Service Assurance Engineer I

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

• BS or MS degree in computer science, computer engineering, or other technical discipline, or equivalent 6-10 years of work experience in DevOps/SRE.
• Experience in Genesys Engage (PureEngage), Genesys Cloud (PureCloud) or Genesys PureConnect.
• Good understanding of VoIP, SIP protocols and telephony infrastructure.
• Ability to analyze Genesys logs (SIP, T-Server logs, Interaction, WDE) to identify issues.
• Good understanding of call flows, IVR scripting (Genesys Composer, SCXML) and routing logic.
• Configuring and troubleshooting Genesys reports (GCXI, Infomart, Pulse).
• Analytical knowledge and exposure on root cause identification using analyzer tools like Kazimir, MyZamir and Speechminer.
• Experience with Oracle, SQL Server or PostgresSQL for configuration and troubleshooting.
• Strong understanding of TCP/IP, SIP and RTP.
• Knowledge of Public Cloud technologies GCP, AWS, AZURE etc. would be an advantage
• Hands on experience on enterprise tools set such as Grafana, Dynatrace, AppDynamics, BMC, Prometheus etc.
• Knowledge on Unix shell scripting, PERL or Python programming is preferred
• Working experience with Network load balancers, Global Traffic Managers (GTMs), Local Traffic Managers (LTMs)
• Hands on experience on configuring Splunk, Grafana dashboards, etc.
• Good understanding of Linux OS internals, performance tools, Core commands, security etc.
• Exposure to enterprise platform migration from dedicated to cloud environment is preferred

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.