Senior Manager - Technology Operations Engineering

American Express•Phoenix, AZ

23h

About The Position

American Express is seeking an experienced, technically strong Senior Manager to lead Site Reliability Engineering (SRE), application production support, and operational excellence for enterprise Contact Center Transformation platforms. The role is responsible for end-to-end availability, reliability, performance, scalability, and operational stability across mission-critical voice platforms, contact center applications, cloud-native services, intelligent voice bots, and AI-powered customer engagement solutions. The Senior Manager leads engineering teams responsible for 24x7 production support, proactive monitoring, incident resolution, problem management, change management, automation, and continuous reliability improvements across complex, distributed contact center ecosystems. The role involves hands-on experience with Google Cloud Platform (GCP), SRE practices, enterprise application support, Five9, Genesys, telephony technologies, full-stack observability, distributed tracing, and incident management, as well as knowledge of Agentic AI frameworks, AI agent monitoring, and Model Context Protocol (MCP) servers. The position also includes leading and developing SRE and Application Support teams, establishing engineering standards and operational KPIs, managing vendor escalations, and collaborating with Cloud Engineering, Application Development, Network Operations, AI Engineering, and Contact Center Technology teams. Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship for these positions.

Requirements

Bachelor's degree in computer science, information technology, engineering, or a related discipline, or equivalent practical experience.
10+ years of experience in Technology Operations, Site Reliability Engineering, Application Production Support, or Cloud Engineering.
5+ years in technical leadership or engineering management roles.
Extensive hands-on experience in SRE, enterprise application production support, distributed systems, microservices, REST APIs, application performance troubleshooting, service reliability, and 24x7 production operations, including on-call support and critical incident resolution.
Strong hands-on GCP and cloud-native experience, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Monitoring, Cloud Logging, API Gateway, cloud networking, load balancing, and containerized application environments.
Experience supporting Five9, Genesys, or similar enterprise contact center platforms, with a strong understanding of telephony architecture, SIP, RTP, IVR, ACD, CTI, call routing, intelligent voice bots, and contact center integrations.
Strong experience with Grafana, Elasticsearch, OpenSearch, OpenTelemetry, distributed tracing, centralized logging, application performance monitoring, and cloud observability tools.
Experience or strong working knowledge of conversational AI, intelligent voice bots, LLMs, Agentic AI frameworks, AI agent monitoring, and MCP servers, including AI workflow observability, execution tracing, integration troubleshooting, and operational reliability.
Expertise in ITIL-based Incident, Problem, and Change Management, including major incident leadership, root cause analysis, production change coordination, escalation management, on-call operations, and continuous service improvement.
Hands-on experience supporting NoSQL databases, Google Cloud Firestore, Oracle Database, APIs, middleware, and distributed application architectures.
Strong understanding of TCP/IP, DNS, HTTPS, SIP/RTP, firewalls, load balancers, traffic routing, cloud networking, Kubernetes, and containerized environments.
Experience with automation, scripting, CI/CD pipelines, and tools such as Python, Bash, or Terraform.
Proven ability to lead engineering teams, manage complex production environments, collaborate across technology organizations, and drive SRE maturity, operational automation, observability improvements, incident reduction, service reliability, disaster recovery readiness, and continuous engineering excellence.
Strong communication, analytical, and problem-solving skills.
Eligibility to work with American Express in the United States; visa sponsorship will not be pursued.

Nice To Haves

Experience with SpeechMiner or comparable speech analytics platforms.

Responsibilities

Lead SRE and end-to-end application production support for enterprise Contact Center Transformation platforms, maintaining availability, performance, scalability, reliability, and operational resilience.
Manage production operations and technical support for Five9, Genesys, enterprise telephony, IVR, ACD, CTI, SIP/RTP, intelligent voice bots, and SpeechMiner.
Oversee reliability and production support for applications on GCP, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Functions, API Gateway, load balancing, and cloud networking.
Drive full-stack observability with monitoring, alerting, centralized logging, service-health dashboards, application performance monitoring, distributed tracing, and transaction-level visibility.
Lead operational support and monitoring for conversational AI, intelligent voice bots, LLM-based applications, Agentic AI frameworks, AI agents, and MCP servers.
Own 24x7 on-call operations, major incident management, production escalations, root cause analysis, problem management, change management, and post-incident reviews; improve MTTD, MTTR, and service reliability.
Lead troubleshooting and production support for distributed applications, APIs, microservices, middleware, enterprise integrations, NoSQL databases, Google Cloud Firestore, and Oracle Database.
Collaborate with cloud, infrastructure, and network engineering teams to troubleshoot DNS, TCP/IP, SIP/RTP, firewalls, proxies, load balancers, traffic routing, network latency, and connectivity issues.
Establish SRE practices including SLIs, SLOs, error budgets, capacity planning, performance optimization, CI/CD reliability, automated remediation, self-healing capabilities, disaster recovery, and production readiness.
Lead, mentor, and develop SRE and Application Support teams; establish engineering standards and operational KPIs; manage vendor escalations; and collaborate across technology teams.