AVP, Contact Center Engineer

Job Description:

Role Title: AVP, Contact Center Engineer (L11)

Company Overview:

Synchrony (NYSE: SYF) is a leading consumer financing company that has been at the heart of American commerce and opportunity for nearly a century. Synchrony delivers credit and banking products that empower tens of millions of consumers to improve their financial lives and access what matters most. Leveraging innovative solutions that are shaping the future of retail commerce, Synchrony supports the growth and success of some of the nation’s most respected brands, alongside hundreds of thousands of small and midsize businesses, including health and wellness providers. Committed to excellence in service and culture, Synchrony is proud to be named as #3 as a Great Place to Work® in India and is honored to be ranked the #1 Best Company to Work For® in the U.S. by Fortune magazine and Great Place to Work®. For more information, visit www.synchrony.com.

Organizational Overview:

This role is part of the Infrastructure Services organization and will provide critical support for the Voice infrastructure platform at Synchrony.  This role will report to our VP, Voice Infrastructure.

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.

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 3 years of either Technology  experience, OR in lieu of a degree, High School Diploma/G.E.D. and minimum of 6 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

• 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 3 years of either Technology  experience, OR in lieu of a degree, High School Diploma/G.E.D. and minimum of 6 years of Technology experience.

Work Timings:

This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs) We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR. Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

For Internal Applicants:
• Understand the criteria or mandatory skills required for the role, before applying
• Inform your manager and HRM before applying for the role on Workday
• Ensure that your professional profile is updated (fields such as education, prior experience, 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)
• 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

Job Family Group:

Information Technology