Job Information
American Express Senior Software Engineer I in Bengaluru, India
Job Description
American Express is embarking on an exciting transformation driven by an energetic new team of high performers. This group is nimble and creative with the power to shape our technology and product roadmap. If you have the talent and desire to deliver innovative digital and servicing products at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team! You will be part of a fast-paced, entrepreneurial team responsible for delivering projects platform supporting our global customer base. Our Engineers that join our Technologies team will be assigned to one of several exciting teams that are responsible for development and management of business-critical platforms.
Servicing Experiences Technology (SET) is responsible for developing the products and integrations that connect our customers to Customer Care Professionals and the critical self-serve tools in journeys that meet their needs with Chat and Voice Response, which is modern, global, real-time enabled, configuration driven, intelligent, and Open API Architecture based Contact Center Platform. You will be challenged with identifying innovative ideas on resiliency and observability for our Chat messaging Platform and proof of concept to deliver highest availability of the system. Our Software Engineers not only understand how technology works, but how that technology intersects with the people who count on it every day. Today, innovative ideas, insight and new perspectives are at the core of how we create a more powerful, personal and fulfilling experience for all our customers.
How will you make an impact in this role?
We are looking for a seasoned Contact Center Architect with strong domain experience in conversational AI systems. The Senior Engineer, Contact Center AI will design, build, deploy, and maintain AI/ML-powered capabilities for our contact center operations to improve automation, agent augmentation, self-service and customer satisfaction.
You will work cross-functionally with product, operations, data science, software engineering and QA to solve challenging problems around speech recognition, natural language understanding, dialog systems, routing, speech analytics and agent assist.
Responsibilities
Architect, design, and maintain global conversational AI components for contact center applications including IVR systems, virtual agents, chatbots, and real-time assist ensuring scalability, resilience, and high-quality customer experiences.
Architect, design, and maintain global conversational AI components for contact center applications including IVR systems, virtual agents, chatbots, and real-time assist ensuring scalability, resilience, and high-quality customer experiences.·
Collaborate closely with business stakeholders, product owners and CX strategists to understand customer journeys, business objectives, and market trends, translating them into intuitive, human-centered conversational designs.
Design and implement conversational flows and dialog management frameworks leveraging NLU/NLP models for intent classification, entity extraction, and context tracking, ensuring natural and context-aware interactions.
Lead the development of speech-related modules such as speech-to-text, text-to-speech, voice biometrics, and speaker separation, optimizing for accuracy, latency, and noise robustness.
Integrate AI-driven components with core contact center platforms (ACD, CTI, CRM, and telephony interfaces), ensuring seamless interoperability and end-to-end performance.
Partner with data science and data engineering teams to build scalable data pipelines, manage model lifecycle (training, labeling, versioning), and ensure continuous improvement through analytics and feedback loops.
Oversee the deployment, scaling, and maintenance of AI models and services using microservices, containerization, and orchestration frameworks (e.g., Kubernetes).
Collaborate with business and analytics teams to define CX KPIs, SLAs, and success metrics, ensuring solutions deliver measurable business and customer impact.
Mentor and guide engineers, conduct design and code reviews, and continuously drive architectural innovation and technical excellence.
Stay current with emerging trends and research in conversational AI, speech technologies, and contact center analytics, bringing forward innovative ideas that enhance business outcomes and user experience.
Qualifications
Minimum Qualifications
Bachelor’s or Master’s degree in Engineering or a related field
10+ years of experience in software development, with at least 2–3 years specifically in conversational AI, voice/telephony or contact center domain
Strong programming skills in Python, Java, VXML or similar
Hands-on experience in Google CES, Amazon Connect, Genesys or similar.
Hands-on experience with NLP/NLU frameworks (e.g. spaCy, HuggingFace Transformers, Rasa, Dialogflow, LUIS, etc.)
Experience with speech processing: ASR, TTS, acoustic modeling, voice signal processing
Familiarity with MLOps tools, model serving, CI/CD pipelines
Experience deploying AI/ML systems in cloud environments (AWS, GCP, Azure)
Good understanding of REST APIs, microservices, containerization (Docker, Kubernetes)
Working knowledge of data engineering, orchestration, feature stores
Ability to optimize for performance, scalability, latency, memory constraints
Strong problem-solving skills, ability to break down complex systems
Excellent communication and collaboration skills, capable of working across teams
Ability to lead, mentor and guide junior engineers
Preferred Qualifications
Experience in contact center technologies (ACD, IVR, telephony protocols, CTI interfaces)
Experience with voice biometrics, sentiment analysis, voice analytics
Experience with real-time streaming / voice pipelines
Familiarity with reinforcement learning or dialog policy optimization
Knowledge of call center metrics (e.g. average handle time, first contact resolution, CSAT)
At American Express, our culture is built on a 175-year history of innovation, shared values (https://www.americanexpress.com/en-us/company/who-we-are/) and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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 back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
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
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job Identification 26005454
Job Schedule Full time
Job Shift Day
Locations Part of Ground Floor, 7th to 11th floors, Rome North,, Bengaluru Urban, KA, 560037, IN
Career Area Technology