Director of Technology, Customer Engagement Platforms - Washington DC, Philadelphia

Amtrak•Philadelphia, PA

43d•$179,300 - $232,416•Hybrid

About The Position

This role is essential to lead the end-of-life (EOL) transition and PCI in-scope platform overhaul while enabling the organization’s commercial and marketing ambitions. This role will drive the modernization of customer engagement capabilities, ensuring platforms are secure, compliant, and scalable to support seamless omnichannel experiences. By aligning technology with business goals, the Director will enhance personalization, improve data-driven decision-making, and accelerate campaign effectiveness—ultimately delivering a robust, future-ready ecosystem that supports revenue growth and strengthens customer relationships. Manage the associated budget and ensure optimal investment alignment with company priorities. Responsible for initiating, constructing, and maintaining applications. Accountable to both Business and Technology leadership. Maintain documentation and manage teams to facilitate effective communication among team members, business partners, and customers, ensuring value-driven outcomes. The Director of Digital Technology (DT) Delivery for Customer Engagement Platforms is a senior technology leader responsible for the end-to-end delivery of passenger engagement and communications platforms that support the full customer lifecycle across passenger rail—pre-trip inspiration and planning, travel-day communications, loyalty engagement, and post-journey retention. Oversee multiple development and delivery teams building and operating highly available, real-time, and data-driven engagement platforms, including customer identity, personalization, loyalty, and marketing technology (MarTech) solutions. The leader partners closely with Commercial, Marketing, Customer Experience, Product, and Enterprise Architecture stakeholders to drive the engagement technology roadmap, ensure predictable delivery, and improve passenger acquisition, satisfaction, and lifetime value. This is a hands-on leadership role that combines delivery rigor, strong technical depth, and strategic thinking within a 24x7, operationally sensitive passenger rail environment. Manage end-to-end project delivery and stakeholder management for critical functional domains in Sales & Marketing, Train operations, and Corporate systems. Develop and owns service offering definition and design, ensuring adoption within the IT service catalog. Implement Cloud First, Mobile First, and Data Driven approach across Amtrak IT systems and services. Lead development and deployment of applications in Cloud-based Platforms such as AWS, Azure, Salesforce, and MuleSoft. Oversee service offerings, budgets, delivery teams, programs, and operations, ensuring alignment with customer expectations and organizational goals.

Requirements

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 11 years of relevant work experience with strong leadership, Agile deliver, MarTech expertise, and success in complex integrations.
Strong analytical acumen and drive a quantitative approach to decision making.
Strong proponent to Non-Functional Requirements, engineering background preferred.
Strong perspective with real work experience on customer engagement channel integrations to gain measurable improvements on Customer Experience.
Demonstrable hands-on experience on technical and business strategy content creation and presentations.
Delivery & Execution Leadership: Own end-to-end delivery, lead agile teams, enforce governance, manage risks, and ensure production readiness for high-scale customer engagement platforms.
Customer Engagement Technology Roadmap & Strategy: Actively participate in a multi-year MarTech roadmap with cross-functional partners, balancing near-term impact with long-term scalability, modernization, and compliance.
Customer Engagement Platforms & Integrations: Oversee customer engagement platforms and ensure seamless, real-time integrations, high performance APIs, and reliable communications across channels and systems.
Stakeholder & Executive Partnership: Serve as a trusted advisor translating technical delivery into business outcomes, ensuring alignment with growth, engagement, and customer experience goals.
Team Leadership & Talent Development: Build and develop high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
Technical & Domain Expertise: Demonstrate deep knowledge of CCaaS ecosystems, cloud and integration technologies, customer engagement platforms, and regulatory best practices.
Leadership Competencies: Exhibit strong delivery focus, influence, decision-making under ambiguity, clear communication, and a customer-centric systems mindset.
Success Metrics: Measure success through timely delivery, platform reliability, improved engagement metrics, reduced risk, and strong team performance.

Nice To Haves

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 13 years of relevant work experience.
Supervisor experience of 5+ years managing a team of senior development resources.
Active AWS Certification/s.
Deep understanding of clickstream and web tagging, Adobe and Google Analytics experience preferred.
Experience with voice of customer platforms Medallia preferred.
Experience with call center technologies and well versed with the CCaaS landscape with demonstrable experience of implementation oversite and AI capability implementation.
Experience in passenger rail, transportation, travel, or hospitality.
Exposure to large-scale transformations or platform consolidations.
Experience supporting customer engagement platforms during service disruptions.
Background in multi-region or national customer platforms.

Responsibilities

Lead the end-of-life (EOL) transition and PCI in-scope platform overhaul.
Drive the modernization of customer engagement capabilities.
Ensure platforms are secure, compliant, and scalable to support seamless omnichannel experiences.
Enhance personalization, improve data-driven decision-making, and accelerate campaign effectiveness.
Deliver a robust, future-ready ecosystem that supports revenue growth and strengthens customer relationships.
Manage the associated budget and ensure optimal investment alignment with company priorities.
Initiate, construct, and maintain applications.
Maintain documentation and manage teams to facilitate effective communication.
Oversee end-to-end delivery of passenger engagement and communications platforms.
Oversee multiple development and delivery teams building and operating highly available, real-time, and data-driven engagement platforms.
Partner closely with Commercial, Marketing, Customer Experience, Product, and Enterprise Architecture stakeholders to drive the engagement technology roadmap.
Ensure predictable delivery and improve passenger acquisition, satisfaction, and lifetime value.
Manage end-to-end project delivery and stakeholder management for critical functional domains in Sales & Marketing, Train operations, and Corporate systems.
Develop and own service offering definition and design, ensuring adoption within the IT service catalog.
Implement Cloud First, Mobile First, and Data Driven approach across Amtrak IT systems and services.
Lead development and deployment of applications in Cloud-based Platforms such as AWS, Azure, Salesforce, and MuleSoft.
Oversee service offerings, budgets, delivery teams, programs, and operations, ensuring alignment with customer expectations and organizational goals.
Own end-to-end delivery, lead agile teams, enforce governance, manage risks, and ensure production readiness for high-scale customer engagement platforms.
Actively participate in a multi-year MarTech roadmap with cross-functional partners, balancing near-term impact with long-term scalability, modernization, and compliance.
Oversee customer engagement platforms and ensure seamless, real-time integrations, high performance APIs, and reliable communications across channels and systems.
Serve as a trusted advisor translating technical delivery into business outcomes, ensuring alignment with growth, engagement, and customer experience goals.
Build and develop high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
Demonstrate deep knowledge of CCaaS ecosystems, cloud and integration technologies, customer engagement platforms, and regulatory best practices.
Exhibit strong delivery focus, influence, decision-making under ambiguity, clear communication, and a customer-centric systems mindset.
Measure success through timely delivery, platform reliability, improved engagement metrics, reduced risk, and strong team performance.