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American Express · 2 days ago

Senior Software Engineer - Contact Center Technologies

Phoenix, AZ

Full-time

Hybrid

Senior Level, Lead/Staff

$123K/yr - $215K/yr

10+ years exp

American Express is a company with a long history of innovation and commitment to its customers. They are seeking a Senior Software Engineer to design and deliver scalable data solutions for contact center technologies, requiring strong technical expertise and collaboration across teams.

Credit CardsFinanceFinancial ServicesPaymentsTravel

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Architect hybrid data solutions that seamlessly integrate on-premises and cloud platforms, enabling coexistence between legacy and modern systems

Lead data migration and modernization initiatives by analyzing existing contact center environments—including data structures, dependencies, and integration points—and developing comprehensive migration strategies, timelines, and risk mitigation plans for transitioning from on-premises to cloud platforms

Design and implement scalable data architectures—including virtualization frameworks, federated data access layers, and real-time integration pipelines—aligned with enterprise data strategy, governance, and performance standards

Develop and maintain unified data models and semantic layers, defining canonical data models, data contracts, and transformation rules to ensure interoperability, schema compatibility, data integrity, and consistent enterprise-wide analytics

Implement and enforce data governance, security, and access control policies across virtualized and hybrid environments

Establish non-functional requirements including scalability, resilience, security, compliance, performance, and disaster recovery

Collaborate closely with data engineers, analysts, architects, product managers, and business stakeholders to deliver unified and actionable data solutions

Provide technical leadership through code reviews, mentorship, and continuous process improvement

Stay current with industry trends and emerging technologies in CCaaS platforms such as Five9, Google CCAI, and Amazon Connect

Contribute to cross-functional initiatives, innovation sessions, and knowledge-sharing activities to foster continuous improvement

Implement and manage CI/CD pipelines for data and application delivery

Apply banking data domain expertise to design and optimize data engineering and integration solutions

Demonstrate strong analytical and problem-solving abilities to troubleshoot and resolve complex technical challenges effectively

Qualification

Contact Center technologiesData engineeringArchitectureReal-time data processingData virtualization toolsSQLETL/ELT pipeline designData warehousingProgramming in PythonAgile environmentsStakeholder collaborationAnalytical abilitiesProblem-solving abilities

Required

Bachelor's degree in computer science or related field with 10+ years of experience in designing, building, and managing contact center and enterprise data platforms

Expert in Contact Center technologies, with deep knowledge of Genesys (InfoMart, GAAP, GIDB, SpeechMiner) and hands-on experience with CCaaS platforms such as Five9, Google CCAI, or Amazon Connect

Proficient in data engineering and architecture—skilled in SQL, data modeling, ETL/ELT pipeline design, and data warehousing using BigQuery or similar platforms

Experienced in real-time and event-driven data processing, leveraging Kafka, Google Pub/Sub, or AWS Kinesis, with strong programming skills in Python and automation scripting

Versatile in data systems and integration, including API-based ingestion (REST, SOAP, webhooks), RDBMS/NoSQL databases (Oracle, PostgreSQL, MongoDB, Cassandra), and data virtualization tools like Denodo or BigQuery Omni

Demonstrated leadership, analytical, and problem-solving abilities, with proven success in Agile environments, strong stakeholder collaboration, and a continuous drive for innovation and performance optimization