Senior Software Engineer - Contact Center Technologies

American Express • Phoenix, AZ

78d • $123,000 - $215,250

About The Position

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. We are seeking a Senior Data Architect (Data Virtualization & CCaaS) to design and deliver scalable, secure, and future-ready data solutions. The ideal candidate will have hands-on experience in building hybrid on-premises and cloud architectures, driving data virtualization initiatives, and modernizing contact center ecosystems (CCaaS). This role requires strong technical expertise, strategic thinking, and collaboration across multiple teams to enable seamless data integration, analytics, and operational excellence.

Requirements

• Bachelor's degree in computer science or related field with 10+ years of experience in designing, building, and managing contact center and enterprise data platforms.
• Expert in Contact Center technologies, with deep knowledge of Genesys (InfoMart, GAAP, GIDB, SpeechMiner) and hands-on experience with CCaaS platforms such as Five9, Google CCAI, or Amazon Connect.
• Proficient in data engineering and architecture—skilled in SQL, data modeling, ETL/ELT pipeline design, and data warehousing using BigQuery or similar platforms.
• Experienced in real-time and event-driven data processing, leveraging Kafka, Google Pub/Sub, or AWS Kinesis, with strong programming skills in Python and automation scripting.
• Versatile in data systems and integration, including API-based ingestion (REST, SOAP, webhooks), RDBMS/NoSQL databases (Oracle, PostgreSQL, MongoDB, Cassandra), and data virtualization tools like Denodo or BigQuery Omni.
• Demonstrated leadership, analytical, and problem-solving abilities, with proven success in Agile environments, strong stakeholder collaboration, and a continuous drive for innovation and performance optimization.

Responsibilities

• Architect hybrid data solutions that seamlessly integrate on-premises and cloud platforms, enabling coexistence between legacy and modern systems.
• Lead data migration and modernization initiatives by analyzing existing contact center environments—including data structures, dependencies, and integration points—and developing comprehensive migration strategies, timelines, and risk mitigation plans for transitioning from on-premises to cloud platforms.
• Design and implement scalable data architectures—including virtualization frameworks, federated data access layers, and real-time integration pipelines—aligned with enterprise data strategy, governance, and performance standards.
• Develop and maintain unified data models and semantic layers, defining canonical data models, data contracts, and transformation rules to ensure interoperability, schema compatibility, data integrity, and consistent enterprise-wide analytics.
• Implement and enforce data governance, security, and access control policies across virtualized and hybrid environments.
• Establish non-functional requirements including scalability, resilience, security, compliance, performance, and disaster recovery.
• Collaborate closely with data engineers, analysts, architects, product managers, and business stakeholders to deliver unified and actionable data solutions.
• Provide technical leadership through code reviews, mentorship, and continuous process improvement.
• Stay current with industry trends and emerging technologies in CCaaS platforms such as Five9, Google CCAI, and Amazon Connect.
• Contribute to cross-functional initiatives, innovation sessions, and knowledge-sharing activities to foster continuous improvement.
• Implement and manage CI/CD pipelines for data and application delivery.
• Apply banking data domain expertise to design and optimize data engineering and integration solutions.
• Demonstrate strong analytical and problem-solving abilities to troubleshoot and resolve complex technical challenges effectively.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree