Staff Engineer, Contact Center Technology

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.

Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company’s success.

Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day.

And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives.

Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.

Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.

And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.

Find your place in technology on #TeamAmex.

This Staff Engineer role is responsible for Architecting and Designing our contact center solution with a focus on Voice interactions in our Digital ecosystem.

Our teams are responsible for a modernized, highly advanced, interconnected suite of applications that allow seamless experiences for our customers while equipping our CCPs with the tools to make their jobs easier.

This role will be responsible for considering the advancement of our Engagement Center Technologies in accommodation of other enterprise initiatives that benefit servicing.

This requires technical consideration of existing voice services and globally composable systems that can be applied to compliment high-profile and rapid paced delivery timelines.

The Staff Engineer will evaluate internal components, with consideration of third party solutions for software and hosting, to roadmap out a platform with high resiliency and availability for our customers and CCPs in current state as well as future cloud environments.

Key Responsibilities

• Work with Engineering, Product, and Solution Architects to define solution requirements and technical implementation approaches
• Drive an omnichannel view of applications and customer journeys to build reusable components that create and contribute to enterprise vision of relational interactions
• Drive both high-level and detailed technical designs, producing proofs of concept where appropriate, and conduct design reviews as needed
• Provide technical input to software engineers at all levels encouraging colleagues to upskill in development and engineering fundamentals
• Implement new, highly scalable applications with an eye toward wider Enterprise offering where appropriate
• Assist teams with the adoption of patterns, practices, and tooling as part of building software the Amex Way by providing hands on support
• Identify barriers and behavioral changes needed to accelerate the adoption of the Amex Way
• Work to improve and maintain existing components of the core platform in conjunction with peer Engineering Directors
• Actively participate in team and company-wide architecture and engineering discussions and forums ensuring to share knowledge of Servicing via Engagement Center with the wider organization while at the same time bringing knowledge back to our teams that can assist in enabling the experiences our Card Members expect
• Employ technical expertise to help team members overcome technical problems, stepping in when necessary to get things done
• Health and quality of the code across the portfolio which will be maintained by ensuring technical excellence in all that we do, whilst having the developer experience front and center.

Qualifications & Education

• Must have Contact Center Technology Experience.
• Must have familiarity with voice, chat and digital channels
• 7+ years of active engineering experience in a complex environment and / or comparable experience
• University Degree in computer science, computer science engineering, or related field required
• Knowledge of contact center technologies like Genesys, Cisco, Avaya, and others
• Successful engineering and deployment of enterprise-grade technology assets in an Agile product environment ensuring compliance to SDLC guidelines
• Proven experience in sharing engineering expertise with others to further the team / organization
• Hands on coding experience i.e. proficient in Java, Javascript, SQL, etc.
• Ability to construct design of enterprise-grade APIs using state-of-the-art techniques and best practices (REST, GraphQL)
• Proficient in cross-platform integration whilst ensuring security
• Able to diagnose, resolve, and prevent production issues potentially leading to system outages
• Proven ability to influence and drive delivery across a geographical distributed organization
• Empathy for the challenges of software development and active interest in overcoming these challenges through software development, training and solution support
• Networking skills and the ability to work cooperatively with and gain the respect of software developers and influencers
• Ability to give constructive feedback to engineering teams to increase product adoption

Salary Range : $170,000.00 to $255,000.00 annually + bonus + equity (if applicable) + benefits

The above 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.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include :

• 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
30+ days ago