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.

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 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 .

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.