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.

• 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.

• 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.