Senior Manager - Technology Operations Engineering

American Express•Phoenix, AZ

6h•$123,000 - $215,250

About The Position

American Express is seeking an experienced, technically strong Senior Manager – Technology Operations Engineering 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 teams providing 24x7 production support and owns proactive monitoring, incident resolution, problem and change management, automation, and continuous reliability improvements across complex, distributed contact center ecosystems. The role requires hands-on expertise in Google Cloud Platform (GCP), SRE practices, enterprise application support, Five9 or Genesys, telephony technologies, full-stack observability, distributed tracing, and incident management. It also involves emerging technologies such as Agentic AI frameworks, AI agent monitoring, and Model Context Protocol (MCP) servers. The role 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 in the United States is required; American Express 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.
At least 10 years of experience in Technology Operations, SRE, Application Production Support, or Cloud Engineering.
At least 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 experience with GCP and cloud-native technologies, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Monitoring, Cloud Logging, API Gateway, cloud networking, load balancing, and containerized application environments.
Proven experience supporting Five9, Genesys, or similar enterprise contact center platforms, and 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, including troubleshooting database performance, connectivity, transaction processing, and enterprise integrations.
Strong understanding of TCP/IP, DNS, HTTPS, SIP/RTP, firewalls, load balancers, traffic routing, cloud networking, Kubernetes, and containerized environments.
Experience in automation, scripting, and CI/CD pipelines, including tools such as Python, Bash, or Terraform.
Ability to lead engineering teams, manage complex production environments, collaborate across technology organizations, and drive SRE maturity, automation, observability improvements, incident reduction, reliability, disaster recovery readiness, and continuous engineering excellence.
Strong communication, analytical, and problem-solving skills.
Eligibility to work in the United States; the company will not pursue visa sponsorship.

Nice To Haves

Experience with SpeechMiner or comparable speech analytics platforms.

Responsibilities

Lead SRE and end-to-end application production support for 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 production support and reliability for GCP-hosted applications and services, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Functions, API Gateway, load balancing, and cloud networking.
Drive full-stack observability using Grafana, Elasticsearch, OpenSearch, Google Cloud Monitoring, OpenTelemetry, and distributed tracing; implement alerting, centralized logging, service health dashboards, application performance monitoring, 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, including workflow reliability, agent execution monitoring, tool integration availability, diagnostics, and tracing.
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.
Work with cloud, infrastructure, and network engineering teams to troubleshoot DNS, TCP/IP, SIP/RTP, firewalls, proxies, load balancers, traffic routing, latency, and connectivity issues.
Establish and drive 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 with cross-functional technology teams.