Service Assurance Engineer I

Job Description

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways.  Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible - and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.”

We’re looking for a Site Reliability/Application Support Engineers (SRE/AS) responsible for web/servicing application performance, availability, and reliability. Candidate is responsible to provide consultation and strategic recommendations by quickly assessing and remediating complex platform availability issues.  Site Reliability Engineering (SRE) is a continuous engineering discipline that effectively combines software development and systems engineering to build and run scalable, distributed, fault-tolerant systems. This role will ensure that American Express internal and external services have reliability and uptime appropriate to users' needs. We also ensure a continuous improvement, while keeping an ever-watchful eye, automated, on capacity and performance.

This role will drive the SRE/AS mindset which strives to use software engineering to build and run better production systems. You will write software to optimize day to day work through better automation, monitoring, alerting, testing, and deployment. You’ll be expected to work with several Technology partners to identify areas of opportunity within the availability platform and build a solution to automate monitoring solutions for the modernization platform, technology, and constant innovations to drive efficiencies. You will be responsible for implementing tracing, monitoring, tooling solutions to maximize the performance and availability of our Web/Servicing applications.

Qualifications

• 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 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. Benefits include:

• 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.