Roles
American Express
Staff Engineer (Amex ID: 24012151)
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Description
ID: 24012151
Hybrid requirements: This role has flexible working patterns.
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.
What are we looking for?
Experience in contact center technology.
Genesys’ experience preferred.
Familiarity with voice, chat, and digital channel is a must.
Experience with:
Speech: VoiceXML, grammars, speech to text, text to speech
Programming: Java, JavaScript, SQL,
Web Development: React, Java Servlets, WebSockets
AI/ML: Speech Recognition / Natural Language Processing: Statistical Language Models, Deep Neural Networks
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.
Education & Experience
Significant experience of active engineering experience in a complex environment and / or comparable experience
University Degree or equivalent experience 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
Role tech stack
Life at
American Express
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Culture overview
Our culture is built on a 175-year history of
courageous leadership, innovation, and an
unwavering commitment to back our customers,
communities, and each other. With shared values
and leadership behaviors, we’ve continued to set
the standard for what it means to provide the best
experience every day with premium products and
services that help our customers achieve their
aspirations. As part of Team Amex, you’ll build
strong relationships and collaborate
with colleagues around the world in an
environment where everyone is respected and
valued, and where you can reach your potential.
Here, your voice and ideas matter, your work
makes an impact, and together, you will help us
define the future of American Express.
Employee benefits
Bonus Scheme
Childcare Vouchers
Cycle To Work
Flexible Hours
Flexible Working
Laptop
Life Insurance
Pension
Private Healthcare
Season Ticket Loan
Wellbeing Programme
Office vibe
City Centre
Hackathons
Open Plan
Social Events
Location
Tech at
American Express
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Leadership
Ravi Radhakrishnan
Chief Information Officer
Tech overview
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.
Make an Impact
Our tech teams power large scale platforms and products, enabling over 100 million global consumers and businesses.
Grow Your Career
Progress as either a people leader or technical expert, while increasing your domain expertise within a high-performing team.
Expand Your Skills
Use the latest languages, technologies, and delivery practices, and demonstrate your skills at internal hackathons, open-source days, and developer events.
Global Tech Career Pathways
Explore roles across 5x career pathways: Engineering & Architecture; Digital Product & Design; Service Delivery; Information Security; Product Delivery & Integration.
Find your place in Tech on #TeamAmex.
Meet our Tech Colleagues, leading through innovation.
Laurence - “What provides unparallel satisfaction in my role is having a meaningful contribution to combating cybercrime.”
Will - “Being able to move into different jobs around the company keeps things varied and exciting.”
Dev - “As a new colleague, I was astonished at how quickly I was able to acclimate… I’ve achieved a lot in my first year.”
Eve - “I thrive on building products and architecture-as-code that cement the data culture we have here.”
Meghan - “I’ve built well-rounded skills and have been able to identify the type of engineering that suits me most..”
Mohan - “Amex has a stellar technology organization; I get opportunities to gain exposure across various stacks.”
Learn more about Tech careers on #TeamAmex.
Engineering principles
Agile Process
Change Management
Code Reviews
Communication and collaboration
Continuous delivery
Continuous Development
Knowledge sharing
Mentoring
Monitoring and logging
Open source contributor
Pair programming
Scrum
Company tech stack
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