At American Express our mission is to win the hearts, minds and wallets of our customers by delivering extraordinary customer care at the right margins. Our program continues on a transformational, multi-year journey to consolidate and upgrade AXP’s global customer service experience for card members across multiple functions.
This position will be part of the Automation Capabilities Team where we are delivering the next phase of flexible, business-maintainable tools which enable superior customer care and satisfaction for multiple business areas. As a key member in this organization, the programmer will develop and deploy multiple iterations of Robotics Process Automation (RPA) to drive service standardization, reduce defects, and allow for a greater focus on relationship care by our Customer Care Professionals.
This role has global scope, working across markets and business units to deliver on the long term business strategy for RPA.
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Deliver robotics and process automation for internal Global Servicing Group customers
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Drive process assessments for robotics process automation/automation opportunities
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Prepare documentation of solution and coding to ensure future maintenance
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Create reusable knowledge assets for each process automation project
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Design, develop, troubleshoot, debugs, evaluates, modifies automation solutions
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Performs all technical aspects of automation development using best in class RPA tools, APIs, Cognitive Automation etc.
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Function as an agile team member, and supports consistent development best practices
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Min 3 years of experience in Process and Desktop automation tools (E.g., Blue Prism, Fusion, UI Path, Automation Anywhere, etc)
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Min 1-year experience in Cognitive Automation using ICR, NLP and open sources
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Developer Certification for one of the RPA Automation tools is a must
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3+ years of total experience in software development using various .Net/Java technologies
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Understanding of BPM – Background in servicing processes, preferably back office fulfillment functions.
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Experience in Agile delivery methodology, preferably as part of a scrum team.
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Process automation using VBA, .NET, JAVA, C++, Python or equivalent.
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Machine Learning skills will be added advantage
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Strong problem-solving skills – Understanding of SDLC including documentation, testing and project management.
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Should have executed 5-7 software development projects (Automation projects preferred)
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Strong analytical and organizational skills and the ability to handle multiple high-priority projects and meet schedules.
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Comfort and experience in working with both business and technology groups
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Good communication skills to clarify expectations and drive alignment
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The aptitude to contribute to the evolution of methodologies and procedures in a controlled manner to continually improve a rapid and repeatable delivery channel.
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Excellent verbal and written communication skills (English) with the ability to produce clear and concise documentation.
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understand complex processes, and clearly articulate ideas to both a technical and non-technical audience.
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Proven ability to successfully drive results within a matrixed organization
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Proven ability to independently overcome obstacles and resolve complex problems
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Experience in breaking down organizational barriers and to influence without direct authority
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Background/Experience in one or more of the following: application development, test automation or BPM is preferred
