American Express Careers

Engineering Director

Phoenix, Arizona
Digital Commerce Technology

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Job Description

Build Platforms and Capabilities that Provide Superior Customer Service.
Be a part of our team as we transform the Global Contact Center supporting American Express cardmembers and customer care professionals.  Our Engineering Directors have both deep technical and strategic knowledge that drive superior solutions. So if leading a team of engineers, working in a cross functional technology environment, with a focus on delivering a Superior Customer experience is second nature to you, there’s no better place to build a career. 
Transform technology and your career.
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’ll be doing:
  • Establishing Single & Multi-site technical architectures
  • Investigating highly complex technical issues
  • Partnering with the business and technical partners to design new customer journeys
  • Leading and mentoring technical team members
  • Providing troubleshooting and resolution of complex implementation issues within a project plan and across the strategy
  • Prioritizing the product backlog with the business effectively and meeting tight deadlines when required
  • Multitasking across multiple projects of varying size and technical complexity while focusing on details without losing sight of the bigger strategy
  • Balancing complex integrations and simple design
  • Aligning to a roadmap that integrates platforms through APIs


  • Bachelor’s degree in Engineering, Computer Science, or related field
  • Minimum 8+ years Genesys technical, hands on experience with focus on various Genesys technologies & solutions
  • Omni-Channel customer journey experience a definite asset
  • Experience with  Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset
  • Familiar with TDM to IP gateways (Cisco, Audiocodes, Paraxip, etc.)
  • Familiar with Network Load Balancing platforms (NLB, F5)
  • Understand requirements specific to deploying IP telephony across both Cloud, LAN’s and WAN’s
  • Specialist in a minimum of 5 Genesys products (i.e. Framework, Conversation Manager, Composer/ORS, SIP, Outbound, GVP, etc.)
  • Ability to do Knowledge transfer with both internal staff and customers
  • Excellent written and verbal skills in English 
At the core of Engineering  
Every member of our team must be able to demonstrate the following technical, functional and leadership core competencies, including:
  • Agile Practices
  • Software Configuration
  • Automation
  • Programming/Software Development
  • Enterprise Architecture
  • Adaptive Communication
  • Analytical Thinking
Why American Express 
Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

ReqID: 18001983
Schedule (Full-Time/Part-Time): Full-time
Apply Get Referred