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Job Information

American Express Engineering Director, Servicing Intelligence Foundation & Delivery in Sunrise, Florida

Description

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 company values 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.

Join Team Amex and let's lead the way together.

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.

How will you make an impact in this role?

In this position, you will be responsible for the engineering excellence and execution effectiveness, leading a team of self-starters to develop and implement innovative technology solutions in support of the American Express Global Services Group. As an Engineering Director, you will be responsible for our Servicing Intelligence - Foundation platform & initiatives, and will 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.

There’s no way around it, it takes a highly skilled and dedicated Leader to drive change and deliver outcomes.

Here’s some of what you’d be responsible for:

  • Lead the next-gen servicing intelligence platforms carefully considering operational excellence, scalability, performance, and resilience.

  • Envision, Develop, Maintain, and support new intelligent analytical solutions not limited to proactive, predictive, and reactive intelligence to better drive and deliver customer experience.

  • Deliver Holistic Customer Journeys, Next Best Action services, Virtual Agent assist , Real time decisioning & Analysis.

  • Create semantic layer & pipeline agnostic from applications and usecases that drives and delivers best customer and colleague experience using interaction data / servicing insights (aggregated and RAW)

  • Guide team members in delivering new, highly available, scalable, resilient applications to enable servicing intelligent analytics / batch and real-time.

  • Demonstrated delivery of Artificial intelligence data analytics, application management, quality & governance. Prior experience in AI initiatives and creating intelligent data analytics will be a plus.

  • Lead a multiple Agile engineering scrum teams in a diverse technology landscape across applications in different stages of SDLC.

  • Work with technical teams, business partners, staff engineers and staff architects to design, develop and maintain advanced engagement center / servicing capabilities to be integrated in an omnichannel ecosystem.

  • Promote a culture of innovation, Coach, guide creation of high quality, clearly documented, and compliant deliverables across engineering teams.

  • Create an engaging and inclusive team culture where teams feel empowered to deliver at their best.

Qualifications

  • Computer Science/Computer Engineering/Information Systems degree, or equivalent work experience

  • Minimum 8 years technical proficiency in various Data technologies & AI solutions

  • Minimum 5 years' experience in developing managing AI application with various supervised and unsupervised models

  • Strong understanding of data science concepts & NLP techniques

  • Thought leadership, combining technical skills with business strategy.

  • Experience in delivering data intensive solutions, integrated real time reporting full stack solutions, implementing, owning, and improving data pipelines using best practices.

  • Ability to lead financial plans through strong analytical skills, problem identification and resolution, and delivery of business value.

  • Strong focus on customers and clients with a history of exceeding customers’ expectations

  • Strong communication and relationship building skills, with proven track record influencing and driving delivery across multiple partners. Comfortable managing constructive debate, and willingness to challenge the status quo.

Desired Qualifications

  • Working knowledge on any of the Public Cloud (GCP/AWS).

  • Understanding and experience in contact center technologies & ecosystem.

Qualifications

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

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

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.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Job: Technologies

Primary Location: US-Arizona-Phoenix

Other Locations: US-Florida-Sunrise

Schedule Full-time

Req ID: 24001412

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