Software Engineer II

Job Description

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 Data Engineer (Data Virtualization & CCaaS) to design, build, and support scalable data solutions across hybrid on-premises and cloud environments. The ideal candidate will have hands-on experience with contact center data platforms (CCaaS), data integration, and virtualization frameworks. This role involves collaborating with cross-functional teams to develop reliable data pipelines, enable seamless data access, and support analytics and reporting initiatives that drive operational efficiency and business insights. Responsibilities : Develop and maintain data pipelines to integrate and transform data from Genesys (InfoMart, GAAP, SpeechMiner) and cloud-based CCaaS platforms such as Five9, Google CCAI Platform, and Amazon Connect. Assist in defining and implementing non-functional requirements, including scalability, resilience, security, compliance, and disaster recovery. Design, build, and optimize ETL/ELT workflows for high-volume contact center data?leveraging tools like Airflow, Kafka, and Pub/Sub?to ensure data accuracy, consistency, and high performance within virtualized environments. Support data migration and integration efforts by analyzing on-prem contact center systems, identifying and mapping datasets for cloud migration, and ensuring accurate validation across hybrid environments. Design and maintain unified data frameworks?including virtualization layers, canonical data models, and warehouse structures?to enable consistent, real-time access and analytics across enterprise systems. Participate in data validation, migration testing, and post-migration support to ensure data quality and platform stability. Collaborate with software engineers and product teams to understand business requirements and deliver scalable data solutions. Implement and manage CI/CD pipelines for data workflows, ensuring smooth deployment and version control. Troubleshoot and optimize data processes, identifying and resolving issues to maintain performance and reliability. Stay current with CCaaS technologies and data engineering best practices, continuously enhancing technical knowledge and skills. Demonstrate a proactive and analytical mindset, with a focus on problem-solving, collaboration, and continuous learning. Qualifications & Skills : Bachelor?s degree in computer science or related field with 5+ years of experience in data engineering and contact center technologies. Expertise in Contact Center platforms, including Genesys (InfoMart, GAAP, GIDB, SpeechMiner) and at least one CCaaS platform such as Five9, Google CCAI, or Amazon Connect. Proficient in data engineering and integration?building pipelines, warehouses, and ETL/ELT workflows using BigQuery, Airflow, Kafka, or Pub/Sub with strong SQL and data modeling capabilities. Skilled in programming and automation, with hands-on experience in Python, Java, or Kotlin, RESTful API development, and RDBMS/NoSQL databases (Oracle, PostgreSQL, MongoDB, Cassandra). Experience with cloud and container technologies, including Google Cloud, AWS, Azure, Docker, and Kubernetes, plus exposure to AI/ML and NLP solutions such as chat and voice bots. Strong problem-solving, collaboration, and communication skills with a continuous learning mindset and the ability to design scalable, reliable, and efficient data solutions in Agile environments. 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.