Job Description
American Express is embarking on an exciting transformation driven by an energetic new team of high performers. This group is nimble and creative with the power to shape our technology and product roadmap. If you have the talent and desire to deliver innovative digital and servicing products at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team! You will be part of a fast-paced, entrepreneurial team responsible for delivering projects platform supporting our global customer base.
Our Engineers that join our Technologies team will be assigned to one of several exciting teams that are responsible for development and management of data intensive business-critical platforms. You will be part of a fast-paced, entrepreneurial team responsible for delivering projects platform supporting our global customer base. You will be challenged with identifying innovative ideas and proof of concept to deliver against the existing and future needs of our customers. Our Software Engineers not only understand how technology works, but how that technology intersects with the people who count on it every day. Today, innovative ideas, insight and new perspectives are at the core of how we create a more powerful, personal and fulfilling experience for all our customers.
Responsibilities
- Design, build, and deploy LLM-powered and agentic AI capabilities that transform how customer service is delivered across contact center channels (voice, chat, messaging).
- Develop agentic AI systems that understand customer intent, reason over interaction context (history, sentiment, policies), invoke enterprise tools (CRM, knowledge base, ticketing systems), take real-time actions, and recover gracefully from errors.
- Architect and implement production-grade RAG pipelines over customer interaction data, knowledge bases, and operational systems, ensuring high standards for accuracy, compliance, auditability, and data privacy.
- Build and contribute to shared AI platforms, including conversational AI services, agent orchestration frameworks, real-time assist tools, and evaluation/monitoring systems that scale intelligent automation across contact center operations.
- Own end-to-end production systems, including reliability, latency (real-time response constraints), cost efficiency, and failure handling in high-volume customer interaction environments.
- Partner closely with product, operations, and CX design teams; engineers are expected to focus on measurable customer outcomes such as resolution time, containment, CSAT, and agent productivity—not just technical delivery.
Qualifications
Technical Environment
We don't hire to a rigid checklist, but candidates should be comfortable operating in a modern, enterprise-scale environment with strong emphasis on real-time, customer-facing AI systems.
Core Engineering Stack
- Languages: Python, Go, TypeScript
- Cloud and infrastructure: AWS and/or GCP, Kubernetes
- APIs and services: REST, gRPC
- Distributed systems: event-driven architectures (e.g., Kafka) supporting real-time interaction processing
- Vector DBs: Pinecone, Weaviate, FAISS
- Databases: Postgres, MongoDB
- Task queues: Celery, Kafka (for async agents)
- Observability: LangSmith, Weights & Biases, Helicone
- Deployment: FastAPI, Docker, serverless
Agentic AI and ML (CX Focus)
- Integration of commercial and open-source LLMs into conversational and agent-assist workflows
- Tooling for:
- Agent orchestration (multi-step customer interaction handling)
- Retrieval-augmented generation over knowledge bases, policies, and past interactions
- Vector databases for semantic search across customer data and transcripts
- Evaluation frameworks (accuracy, hallucination, compliance, CX metrics)
- Strong practices in schema design, conversation state management, guardrails, and validation for regulated customer interactions
AI-Assisted Development
- Fluency with AI-assisted and agentic development workflows for designing, building, testing, and optimizing conversational and automation systems
- Thoughtful use of these tools while maintaining production-grade standards required for customer-facing systems
System Expectations
All Systems Are Designed To Meet Strict Standards For
- Reliability in high-volume, real-time environments
- Security and data privacy (PII handling, compliance)
- Auditability of automated decisions and interactions
- Responsible AI deployment in regulated customer service contexts
Qualifications
- 5+ years of software engineering experience, including meaningful production experience with LLMs, conversational AI, or applied ML systems
- Proven track record of delivering AI-powered systems used in customer-facing or operational environments (e.g., chatbots, agent assist, automation)
- Strong engineering fundamentals across backend systems, APIs, data pipelines, and cloud infrastructure
- Hands-on experience with modern LLM tooling and agentic architectures in conversational or workflow automation contexts
- Fluency with AI-assisted and agentic development practices
- Strong ownership mindset and sound technical judgment
- Ability to operate in ambiguity and translate it into reliable, scalable CX solutions
- Strong product mindset with focus on customer experience, agent efficiency, and operational outcomes
Preferred Qualifications
- Experience in regulated industries (financial services, healthcare, telecom)
- Experience in high-growth or transformation environments
- Demonstrated ability to deploy complex systems that directly impact customer interactions at scale
- Contributions to open-source projects in AI, conversational systems, or developer tooling
About Us
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.
About The Team
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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
