Engineering Director, Workforce Enablement - job 1 of 8

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. As part of Team Amex, you'll experience this 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.

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.

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How will you make an impact in this role?

We are seeking a highly experienced and visionary Software Engineering Director to join the Servicing Experiences Technology organization to lead and scale our engineering teams in delivering innovative, robust, and scalable full-stack solutions for our Workforce Enablement platform which includes, Voice Biometrics, Workforce Management, Call Recording, and Post-Call Speech Analytics.  This role requires strong hands-on expertise in end-to-end design, architecture, development and implementation, with a focus on delivering exceptional user experiences and aligning technical strategy with business goals.

As the leader of the Contact Center Workforce Enablement platforms, you will be responsible for multiple engineering teams, drive best practices in software development, and ensure the delivery of high-quality, performant, and secure applications. Your ability to inspire, mentor, and direct a team of engineers will be essential in encouraging a culture of collaboration, innovation, and technical excellence.

Key Responsibilities:

Leadership and Strategy

• Define and implement the software engineering vision, strategy, and roadmap for multiple Workforce Enablement applications in alignment with business objectives.
• Lead, mentor, and develop a high-performing team of full-stack engineers, designers, and technical leads.
• Promote a culture of innovation, ownership, and continuous improvement within the engineering organization.

Technical Oversight

•  Coordinate the design, development, and deployment of end-to-end full-stack applications, ensuring scalability, performance, resiliency, and reliability.
• Provide technical direction and architectural guidance for sophisticated systems, ensuring alignment with industry standard processes, enterprise goals, and new technologies.
• Drive system design decisions, balancing trade-offs between technical excellence, delivery timelines, and business priorities.
• Advocate for modern engineering principles, including microservices, DevOps, CI/CD pipelines, and cloud-native architectures.

Collaboration and Communication

• Partner with product management, engineering directors, staff engineers, and other partners to define requirements and prioritize initiatives.
• Act as a key point of contact between engineering teams and executive leadership, providing regular updates on progress, risks, and opportunities.
• Collaborate with cross-functional teams to ensure seamless integration and alignment across the organization. ·

Process Improvement

• Champion the use of modern tools and enterprise frameworks to drive efficiency in our development lifecycle.
• Implement and refine software development processes to ensure consistent delivery of high-quality software.
• Establish metrics and KPIs to measure the success of engineering initiatives and continuously optimize workflows.
• Promote and enforce security best practices and compliance throughout the software development lifecycle.

Minimum Qualifications:

• 10+ years of experience in software engineering, with at least 5+ years in a leadership role supervising full-stack development teams. 
• Strong expertise in modern full-stack technologies (e.g., JavaScript/TypeScript, React, Angular, Node.js, Python, Java, or similar) and data engineering
• Proven experience in end-to-end system design, architecture, and implementation for large-scale, high-traffic applications.
• Experience with API development
• Experience with NoSQL and other Database platforms
• Deep knowledge of cloud platforms (GCP, AWS) and cloud-native architectures.
• Experience with microservices, API design, and distributed systems.
• Familiarity with DevOps practices, including CI/CD, infrastructure as code, and containerization (Docker, Kubernetes).
• Excellent communication and interpersonal skills, with the ability to influence technical and non-technical collaborators.

Preferred Qualifications:

• Master’s Degree or equivalent experience in Computer Science, Software Engineering, or a related field.
• Experience with Contact Center applications, Voice Biometrics, Workforce Management and Call Recording systems
• Experience with artificial intelligence / machine learning, or other advanced technologies.
• Background in leading remote or geographically distributed teams.
• Certifications in cloud platforms, agile methodologies, or architecture frameworks.

Salary Range: $170,000.00 to $255,000.00 annually + bonus + 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 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.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.