Senior Business Analyst
2 weeks ago
We're seeking a highly skilled Senior Analyst to join our team at American Express. As a key member of our technology team, you'll play a critical role in ensuring customer contact interactions are routed in a manner that adds satisfaction, value, and relevance to our customers, employees, and shareholders.
Key Responsibilities- Develop and maintain Genesys GAX, Global Service Network, Travel and Lifestyle Service, and Partner contact delivery platforms
- Design and implement strategic objectives for Customer Service, including intelligent routing rules for clients
- Interface with peer groups to ensure strategic and operational alignment
- Provide project and analytical support for design and implementation of strategic objectives
- Develop and troubleshoot solutions for problem resolution
- Analyze risk and exposure for contact delivery and business rules arbitration
- Plan and coordinate project assignments, including project approach plans, status updates, and thorough documentation
- Project Management experience with contact delivery system knowledge
- Working knowledge of contact management solutions via Genesys platforms
- Proven knowledge of Cloud solutions advantageous
- Ability to arbitrate and negotiate between all levels of management across the network
- Training in or equivalent knowledge of Genesys Framework, switch, and network routing
- Demonstrated teamwork, interpersonal, and independent problem-solving skills
- Ability to influence without authority
- Excellent oral and written communication and presentation skills
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite, or virtual arrangements
- Generous paid parental leave policies
- Free access to global on-site wellness centers
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life.
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3 weeks ago
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