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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Senior Contact Center Engineer to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Information Technology

At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology team equips our colleagues with the latest tools to complete their work efficiently and with the highest standards of excellence. The team is responsible for shielding the company’s systems from security risks, while designing technology strategies that enable AIG’s businesses to achieve their goals. AIG’s Information Technology functions include enterprise architecture, software and systems engineering, cybersecurity, and technology risk and compliance.

How you will create an impact

The role of Senior Contact Center Engineer will be integral to the deployment and maintenance of AIG’s CCaaS platforms - Creating high and low level design documents, optimizing intake and delivery processes, leading technical deployments and owning the API design between platforms. They will also lead the vulnerability management and security processes of the contact center platform.

Responsibilities:

+ Design, planning and support of contact center solutions and migrations (Genesys Cloud).

+ Develops high and low level contact center design documentation in accordance with current processes and procedures.

+ Leads API design between the Contact Center platform, business applications and technology partners. Including cross working with other technology and business teams.

+ Develops strategies to automate repetitive tasks to reduce time of delivery.

+ Interfaces with and assists the Contact Center Architect to contribute to reference architectures, standards and certifications of existing and emerging technologies.

+ Identifies and leverages best practices among engineering/operations staff as well as within peer teams.

+ Drives the maintenance of standards and ensures operations teams maintain these standards through the contact center estate.

+ Owns and drives the process for toll-free number migrations, to be executed by operations.

+ Create test plans and UAT templates for project and operations teams to adhere to.

+ Interacts with customers and/or functional peer group manager.

+ Demonstrate the ability to fully document technical concepts/procedures and cross trains others in this area.

+ Leads operations in the remediation of security vulnerabilities.

+ Owns the submission and refreshing of Security Software Assessments (SSA) and supporting documentation for all contact center technologies.

+ Leads the design and delivery of supporting Genesys apps, such as CRM adapters and survey tools.

+ Owns the design and optimization of the request intake process for contact centers.

+ Drives the roll-out of software packages and updates to existing platforms via operations teams.

What you'll need to succeed

+ 10+ years of experience in enterprise level contact center delivery, integration, and support.

+ Strong experience of Genesys Cloud.

+ Prior experience of Avaya CM and NICE call recording solutions preferred.

+ Able to develop self and others through coaching, contributing to team success, continuously learning and sharing knowledge.

+ Demonstrate ability to formally present technical material related to design governance and metrics based initiatives.

+ Able to interact with vendors to understand the product/technology lifecycle, follow end-of-life and provide recommendation for changes/upgrades.

+ Demonstrates tactical and strategic ownership related to the management and support of assigned infrastructure areas participating in initiatives to maintain a secure and effective global technical infrastructure service

+ Demonstrates expert level experience with Microsoft Office applications (Word/Excel/PowerPoint/Visio/Project).

+ Demonstrates high analytical skills and self-motivated/directed.

+ Applies standards consistently across all solutions.

+ Demonstrates senior level technical skills and ability to successfully complete and standardize complex, non-routine contact center designs to provide consistent customer service experience.

+ Demonstrates strategic foresight while employing hands-on technical skills on projects and work assignments

+ Demonstrates ability to develop, organize and analyze performance metrics in their given function

+ Demonstrates ability to develop, communicate and educate on standard operating procedures within their given function

+ Must possess extreme professionalism, customer service attitude, attention to detail/quality, ability to multitask, team focus, strong interpersonal skills, strong verbal/written communication skills.

+ Demonstrates ability to adapt to a rapidly changing environment and take direction from multiple areas.

For positions based in NYC, the base salary range is $105,000 - $148,000. For positions based in Jersey City, the base salary range is $99,000-$143,000. In addition, the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. In addition, we’re proud to offer a range of competitive benefits, a summary of which can be viewed here: 2025 Benefits Summary

Veterans are encouraged

#LI-CN1

#Genesys #Genesys Cloud

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [email protected].

Functional Area:

IT - Information Technology

AIG GLOBAL OPERATIONS, INC.