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Senior Business Analyst
2 months ago
About the Role
We are seeking a highly skilled Senior Business Analyst to join our team at American Express. As a Senior Business Analyst, you will play a critical role in ensuring customer contact interactions are routed in a manner that adds satisfaction, value, and relevance to American Express customers, employees, and shareholders.
Key Responsibilities
- Responsible for programming Genesys GAX, development, and 24X7 operational support of Global Service Network, Travel and Lifestyle Service, and Partner contact delivery platforms.
- Contact distribution via multiple media such as Genesys Composer/Eclipse scripting & Genesys Administrator Extension configuration.
- Interface with peer groups to ensure strategic and operational alignment.
- Provide project and analytical support for design and implementation of strategic objectives for Customer Service.
- Develop intelligent routing rules for clients to ensure project objectives are met or exceeded.
- Review daily operational performance challenges.
- Program, analyze, troubleshoot, and test solutions for problem resolution.
- Analyze risk and exposure for contact delivery and business rules arbitration and recommend value-add solutions.
- Plan and coordinate project assignments including project approach plans, status updates, and provide thorough documentation to ensure accurate and timely deliverables.
- Accountable for ongoing communication for all aspects of project status to management, customers, and peers.
Requirements
- Project Management experience with contact delivery system knowledge to organize, plan, and control major assignments in various stages of development.
- Working knowledge of contact management solutions via Genesys platforms.
- Proven knowledge of Cloud solutions would be 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.
- Must be a proactive, flexible self-starter, organized, with attention to detail.
What We Offer
- 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.
