Sr. Software Engineer II - Global Servicing Technology

Joining Amex Tech means discovering and shaping your contribution to something

big. Here, you can work alongside talented tech teams and build a unique career

with the Powerful Backing of American Express. With a range of opportunities to

work with the latest technologies, and a commitment to back the broader

engineering community through open source, our mission is to power your success.

Because Amex Tech is powered by our technology, our culture, and our colleagues.

The Technology organization enables and accelerates the company’s growth

strategies, delivering global capabilities and services in support of Amex’s

customers and colleagues, while maintaining 24/7 servicing and availability to

ensure an uninterrupted, high-quality customer experience. Technology provides

the foundation for everything we do in the company while driving differentiation

through building and leveraging innovative technology and data insights.

The Servicing Experiences Technology (SET) organization enhances Servicing

Experiences by building smarter platforms with seamless automation and AI-driven

insights- empowering Colleagues and Customers alike.

RESPONSIBILITIES

* Provide thought leadership, engineering expertise, and direction to the

engineering teams; be versatile and be able to collaborate with business

stakeholders, product teams and cross functional technology groups to drive

continuous delivery.

* Drive user story analysis and elaboration, design and develop software

applications, and test and build automation tools.

* Own all technical aspects of software development (architecture, design, and

development of systems) for assigned applications.

* Perform hands-on software development, writing code, API specs, doing proof

of concepts, conducting code reviews, and testing in ongoing sprints.

* Drive consistent development practices - tools and common components.

* Develop deep understanding of tie-ins with other systems and platforms within

the supported domains.

* Work with technical product managers contributing to blueprints and assisting

with annual planning of feature sets.

* Identify opportunities for adopting new technology to solve existing needs

and predicting future challenges.

* Effectively communicate to internal and external business partners on

solution design.

QUALIFICATIONS

* Bachelor's degree in Computer Science, Computer Science Engineering, or

related field required; advanced degree is preferred.

* 8+ years of commercial software development experience.

* Design and implement scalable CCaaS and IVA solutions leveraging Google Cloud

and Google CX (Dialogflow CX) or Amazon Connect and Amazon Lex, including

conversational IVR design, NLU/NLP modeling, intent and flow orchestration,

webhook integrations, speech-to-text/text-to-speech, and seamless integration

with Five9 and enterprise systems.

* Architect secure, resilient cloud infrastructure on GCP/AWS using services

such as GKE/EKS, Cloud Run, Cloud Functions, Pub/Sub, Apigee, Lambda, API

Gateway, S3, Kinesis, DynamoDB, and CloudWatch, and BigQuery, implementing

IAM, VPC design, encryption, multi-region high availability, and

Infrastructure as Code (Terraform) to support enterprise-grade customer

experience platforms.

* Architect, implement, and optimize Five9/Amazon Connect CCaaS solutions,

including ACD, skills-based routing, dialer, omnichannel capabilities, and

campaign management, ensuring scalable, secure, and compliant contact center

operations.

* Lead integrations and migrations leveraging Five9 APIs /Amazon Connect API’s

and telephony capabilities, including CRM/CTI integrations, webhooks,

SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and transition from

legacy contact center platforms to Five9/Amazon Connect.

* Experience with Agile development, Continuous Integration, and Continuous

Delivery, including working knowledge of various tools in the CI/CD pipeline.

DevOps and Observability.

* Experience with automated release management using GitHub Actions.

* Experience in Architecture design and modeling should possess strong skills

in designing and modeling complex systems and architectures.

* Good understanding of data structures, algorithms, and design patterns.

* Great written communication and documentation abilities.

* Strong understanding of cloud security architecture and Encryption and OAuth.

* Looks proactively beyond the obvious for continuous improvement

opportunities.

* Leadership and communication: lead teams and collaborate with stakeholders,

so strong leadership and communication skills are essential.

* Excellent communication skills, with the ability to influence at all levels

across functions, from both technical and non-technical perspectives alike.

* Employment eligibility to work with American Express in the United States is

required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of

innovation, shared values

[https://www.americanexpress.com/en-us/company/who-we-are/]and Leadership

Behaviors, and an unwavering commitment to back our customers, communities, and

colleagues. From delivering differentiated products to providing world-class

customer service, we operate with a strong risk mindset, ensuring we continue to

uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive

support for your holistic well-being and many opportunities to learn new skills,

develop as a leader, and grow your career. Here, your voice and ideas matter,

your work makes an impact, and together, you will help us define the future of

American Express.

We back you with benefits that support your holistic well-being so you can be

and deliver your best. This means caring for you and your loved ones' physical,

financial, and mental health, as well as providing the flexibility you need to

thrive personally and professionally:

* Competitive base salaries

* Bonus incentives

* 6% Company Match on retirement savings plan

* Free financial coaching and financial well-being support

* Comprehensive medical, dental, vision, life insurance, and disability

benefits

* Flexible working model with hybrid, onsite or virtual arrangements depending

on role and business need

* 20+ weeks paid parental leave for all parents, regardless of gender, offered

for pregnancy, adoption or surrogacy

* Free access to global on-site wellness centers staffed with nurses and

doctors (depending on location)

* Free and confidential counseling support through our Healthy Minds program

* Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site

[https://www.americanexpress.com/en-us/colleagues/benefits].

American Express is an equal opportunity employer and makes employment decisions

without regard to race, color, religion, sex, sexual orientation, gender

identity, national origin, veteran status, disability status, age, or any other

status protected by law. American Express will consider for employment all

qualified applicants, including those with arrest or conviction records, in

accordance with the requirements of applicable state and local laws, including

the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for

Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring

Ordinance. For positions covered by federal and/or state banking regulations,

American Express will comply with such regulations as it relates to the

consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and

personally. That's why we have Amex Flex, our enterprise working model that

provides greater flexibility to colleagues while ensuring we preserve the

important aspects of our unique in-person culture. Depending on role and

business needs, colleagues will either work onsite, in a hybrid model

(combination of in-office and virtual days) or fully virtually.

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The below represents the expected salary range for this job requisition.

Ultimately, in determining your pay, we’ll consider your location, experience,

and other job-related factors.