American Airlines Infrastructure Team Lead in Ft Worth, Texas

Infrastructure Team Lead

Date: Oct 6, 2016

Location: Ft Worth, TX, US

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Additional Locations: N/A

Job Level:03/04

Job Description

As an Infrastructure Team Lead, this role serves in an oversight role and interacts with the Engineering team. Working with multiple business units and teams inside American Airlines, this group is responsible routing on the Contact Center platform for multiple internal business units. Requires continuous interaction with vendors and various teams to ensure project work, enhancements, maintenance and troubleshooting are planned and coordinated to meet desired timelines.

RESPONSIBILITIES Tasks, functions, deliverables, etc.

  • Oversee Genesys engineering teams’ day to day activities

  • Ensure routing, scripts, and strategies are in line with capabilities and enhance offerings

  • Ensure team captures, documents, and implements standard technology offerings

  • Identify requests from a technical perspective and ensure they align with existing capabilities

  • Detail possible new functionality with complete requirements

  • Determine level of effort and estimates on new business requirements

  • Align with and support cross Business Unit initiatives

  • Maintain and build upon best practices for Change Management

  • Handle escalations to Management issues requiring attention or interaction

Job Qualifications

Bachelor’s degree plus six years’ experience directly related to role responsibilities or an equivalent combination of education, training and experience.

Directly related education, training and experience includes:

  • Experience leading a highly successful team

  • Contact center operations or delivery in 24-by-7 multi-center environment

  • Engineering management in an enterprise IT setting preferably with telephony

  • Experience with Genesys or Sonus routing platforms

  • Experience advising or training Development and Project teams

  • Familiar with TDM to IP gateways (Cisco, Audiocodes, Paraxip, etc.)

  • Knowledge and familiarity with ITIL methodology

  • Agile or other process methodology experience

  • Proven ability to handle operational issues effectively, understanding escalation and communication.

  • Experience with translating technical aspects into non-technical acumen

  • Vendor and contractor management

  • Handling multiple inputs in a high pressure, dynamic environment

  • Demonstrated leadership skills, particularly with highly diverse teams

  • Proven ability to perform and thrive in a collaborative consensus-oriented environment

  • Analysis and problem solving – demonstrated ability to recognize issues and develop effective solutions

Additional Locations: N/A

Job Level: 03/04

Nearest Major Market: Fort Worth

Nearest Secondary Market: Dallas

Job Segment: Engineer, Manager, Cisco, Change Management, Engineering, Management, Technology