AVP, Contact Center Engineer (L11)

Job Description:

Role Title: AVP, Contact Center Engineer (L11)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• Synchrony celebrates ~51% women talent

• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being

• We provide career advancement and upskilling opportunities for all to take up leadership roles

Organizational Overview:

This role will be with the Voice Technology Team which is part of the Infrastructure Services Team in the CTO organization.

• The Voice Technology team is responsible for the design, engineering, and operation of the Voice Infrastructure supporting Synchrony Contact Center, Virtual and Physical hub locations.

• This includes, but is not limited to,  Telecommunication Carrier integrations to support inbound and outbound voice calls, on-premise and cloud voice solutions, Intelligent Contact Center Routing, Contact Center application enablement

Role Summary/Purpose:

The AVP, Contact Center Engineer role is a member of the team responsible for the design, implementation, resiliency, and escalated operational support for Synchrony’s Voice Infrastructure.  The individual will play a key role in providing technical leadership while interacting closely with the Contact Center IT application teams and serve as a contributor in the design and implementation of end to end Contact Center project integrations; including Contact Center Workflows.

This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. We’re proud to offer you choice and flexibility.

Key Responsibilities:

• Provide strategic direction for new technologies supporting Synchrony Contact Center and Unified Communication (UC) initiatives

• Responsibility to review and maintain the reliability and integrity of the enterprise voice platform

• Provide leadership and guidance for day to day operations within the voice environment including change management

• Contributes toward design and support for third party integrations of the enterprise voice network, e.g. Integrated Voice Response, Call Recording, Automated Dialer, Computer Telephony Integrations, and complex Reporting Systems

• Assist in the development of company policies and procedures to support voice operations, security, and integrity

• Respond to complex voice and network challenges, both internally and externally

• Work with Interexchange and Local Exchange carriers to design, implement, and troubleshoot both SIP and TDM services

• Provide mentoring and support to other staff members

• Perform other duties and/or special projects as assigned

Required Skills/Knowledge:

• Bachelor’s degree and a minimum of 6+ years of Technology  experience, OR in lieu of a degree, High School Diploma/G.E.D. and minimum of 8+ years of Technology experience. 

• Expert-level knowledge of the Avaya Aura Suite and Session Border Controllers

• Strong Knowledge of large Contact Center solution integrations such as Call Recording, Work Force Management, Complex voice routing, CTI

• General knowledge of data network concepts such as switching, routing, QoS, Firewall, subnetting

Desired Skills/Knowledge:

• Experience migrating premise-based Contact Center and UC environments to Cloud

• Linux and Microsoft Windows skill-set; shell scripting languages

• Experience with application deployment on virtual machines

• Experience writing complex SQL queries

• Programming experience

• Excellent quantitative, analytical, and problem-solving skills; able to resolve complex problems with limited coaching

• Achieve productive results in a cross-functional organization involving multiple technologies, teams, and processes

• Effective communication and collaboration skills to interact with internal and external teams/vendors globally

• Strong work ethic with the ability to work both independently and collaboratively in a remote environment

Eligibility Criteria:

Bachelor’s degree and a minimum of 6+ years of Technology  experience, OR in lieu of a degree, High School Diploma/G.E.D. and minimum of 8+ years of Technology experience. 

WORK TIMINGS:

Must be willing to work a variety of shifts to support a 24/7/365 coverage requirement (Ex: 9:30 AM IST to 7:30 PM IST & 7:30 PM IST to 3:30 AM IST). Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying

• Inform your manager and HRM before applying for any role on Workday

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)

• Must not be any corrective action plan (First Formal/Final Formal, LPP)

• L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L09+ Employees can apply

Grade/Level: 11

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