Job Description

At American Express, technology is at the core of how we innovate, grow, and deliver exceptional customer experiences. Joining Amex Tech means being part of a global engineering organization that is shaping the future of commerce through cutting-edge platforms, data, and Artificial Intelligence. Our teams build scalable, secure, and intelligent systems that power seamless experiences for customers and colleagues worldwide.

Within this ecosystem, Enterprise CRM Solutions (eCRMs), part of the International Card & Risk Services Technology organization, plays a pivotal role in enabling customer-centric growth. eCRMs brings together engineering, product, and business teams to deliver modern, connected CRM capabilities across both Customer and Sales domains. The organization is focused on transforming the CRM landscape by centralizing customer data, reducing fragmentation, and enabling more personalized, insight-driven interactions at scale.

Artificial Intelligence is a key driver of this transformation. From intelligent automation to advanced decisioning and personalized engagement, we are embedding AI into core sales and customer platforms—while ensuring strong governance, reliability, and responsible use at enterprise scale.

As a Sr. AI Engineer within Enterprise CRM Solutions (eCRMs), you will play a key role in advancing AI-driven transformation across customer and sales platforms at American Express. You will work at the intersection of data, AI, and CRM modernization to build intelligent, scalable solutions that enhance customer engagement, strengthen sales effectiveness, and ensure robust compliance and governance.

In this role, you will develop AI-powered capabilities that bring greater intelligence and automation into how customer and sales processes operate, ranging from improving quality and compliance monitoring through automated, insight-driven systems, to enabling more dynamic, personalized customer interactions powered by connected and enriched data. You will also contribute to building intelligent systems that unify and enhance customer data, enabling better decision-making and deeper business insights across the enterprise.

Alongside solution development, you will help shape enterprise-grade AI practices by contributing to scalable platforms, standardized approaches, and responsible AI adoption. This includes ensuring that AI solutions are built with strong governance, reliability, and transparency, supporting sustainable innovation and long-term business value within eCRMs.

• Design and build scalable AI and agentic systems that enhance customer engagement, sales effectiveness, and compliance within enterprise CRM platforms.
• Develop intelligent, autonomous workflows that can reason over context, leverage enterprise data, invoke tools, and support decision-making across customer and sales processes.
• Architect and implement production-grade AI solutions, including LLM-powered applications, retrieval-augmented generation (RAG), and data-driven personalization systems, ensuring high standards of accuracy, reliability, and auditability.
• Leverage GCP data and AI ecosystem (BigQuery, Composer, DataProc, etc.) to build and operationalize large-scale data pipelines and AI solutions.
• Drive AI-enabled monitoring, quality assessment, and governance capabilities through automation and advanced analytics to improve operational efficiency and consistency.
• Build and contribute to shared AI platforms and infrastructure, including agent orchestration frameworks, evaluation systems, and scalable model deployment pipelines.
• Own end-to-end solution delivery, from problem formulation and prototyping to production deployment, monitoring, and continuous optimization.
• Collaborate closely with product, engineering, and business stakeholders to translate complex business problems into impactful AI solutions.
• Ensure all AI systems adhere to enterprise standards for security, compliance, explainability, and responsible AI practices.

Must-have:

• 7+ years of experience in software engineering, machine learning engineering, or applied AI, with production-grade system development experience.
• Experience building or working with agentic AI systems, including orchestration, tool usage, memory/state management, and evaluation frameworks.
• Experience with RAG architectures, vector databases, and LLM lifecycle management (prompting, fine-tuning, evaluation, monitoring).
• Strong programming skills in Python and experience building backend systems, APIs, and data pipelines.
• Hands-on experience with LLMs, GenAI, or applied machine learning systems in real-world applications.
• Experience working with modern AI/ML frameworks (e.g., LangChain, LangGraph, PyTorch, TensorFlow, Scikit-learn).
• Strong experience with Google Cloud Platform (GCP), including BigQuery, Composer (Airflow), DataProc, and related data and compute services.
• Experience designing and deploying scalable solutions using cloud-native architectures and modern engineering practices.
• Solid understanding of distributed systems, event-driven architectures, and large-scale data processing.
• Strong problem-solving skills with the ability to translate business needs into technical solutions.
• Ability to operate in a fast-paced, collaborative environment with a strong sense of ownership and accountability.
  

Preferred:

• Experience in CRM platforms, customer data systems, or sales/marketing technology ecosystems.
• Experience in regulated environments (e.g., financial services) with a focus on compliance, governance, and secure AI deployment.
• Experience with distributed data technologies and containerized deployments (Docker, Kubernetes).
• Familiarity with AI governance, model risk management, and responsible AI practices.
• Contributions to research, patents, or open-source projects in AI/ML or developer tooling.
• Advanced degree in Computer Science, Machine Learning, AI, or related technical field.

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. 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.