Staff AI Engineer - Servicing Enablement Platform
American Express · Posted Sep 29
Banking, credit card, payment network, and travel services
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About the role
Within Amex Technology, teams build platforms, products, and governance that enable agentic AI systems to operate responsibly and at scale, with security, explainability, reliability, and compliance required in financial services. The Service Enablement Platform (SEP) team owns critical servicing platforms, including case platforms for Global Disputes Management, Fraud Servicing, Credit, Collections, Back-Office Case processing, plus Global Card Issuance and Automation. This hands-on Staff Engineer role drives technical direction for agentic AI initiatives and designs, builds, and operates production-grade agentic systems, agent frameworks, RAG pipelines, and LLM infrastructure while partnering with Product and UX.
What you will do
- Drive technical direction for agentic AI initiatives, influencing architecture patterns, autonomy boundaries, and system design.
- Design, build, and operate production-grade agentic AI systems used across multiple products.
- Own and evolve shared agentic AI capabilities, including:
- Agent frameworks and orchestration layers
- Planning, tool use, and memory strategies
- Retrieval and grounding (RAG) pipelines
- LLM infrastructure, inference, and model gateways
- Evaluation, observability, and safety tooling for autonomous systems
- Lead technical design reviews and help teams navigate tradeoffs involving autonomy, safety, reliability, scalability, and cost.
- Partner across teams to deliver complex, cross-cutting agentic AI initiatives from concept to production.
- Evaluate emerging models, techniques, and agentic patterns and translate them into practical, enterprise-ready improvements.
- Mentor senior engineers and raise the technical bar for agentic AI development through example and influence.
- You will be responsible to architect and own coordination across multiple platforms across the portfolio, ensuring scalability, resiliency, and compliance with global standards
- Build POCs to experiment new technologies, databases and other application infrastructure.
- You will constantly pursue and learn industry leading/innovative technologies and solutions. Be acutely aware of enabling technologies and open-source products to build low latency distributed systems.
- Drive a culture of innovation and experimentation.
- Provide technical consulting support to Global Product teams and regional stakeholders for secure product rollouts
- Partner with risk, compliance, and cybersecurity teams to ensure solutions meet evolving regulatory and security requirements.
- Work with peers, Principal Engineers and Principal Architects to assimilate new technology and delivery methods into scalable software solutions, using and contributing to engineering best practices across the company
Skills used in this role
What the employer is looking for
- Languages: Python, Go, TypeScript
- APIs and RPC: REST, gRPC (and in some areas tRPC)
- Cloud and infrastructure: AWS and/or GCP, Kubernetes
- Distributed systems: event-driven architectures, including Kafka
- Orchestration Frameworks: LangGraph, LangChain, AirFlow, etc
- Integration of commercial and open-source LLMs into agentic workflows
- Agent and orchestration frameworks such as LangChain, LlamaIndex, Semantic Kernel, or CrewAI, with strong judgment about when to use frameworks versus building lighter-weight primitives
- Model-level work using PyTorch and the Hugging Face ecosystem (embeddings, fine-tuning, inference tooling), with some exposure to TensorFlow
- Strong schema, validation, and state management practices using tools such as Pydantic (Python) and Zod (TypeScript)
Preferred qualifications
- You have Computer Science / Information Systems degree, or equivalent with at-least 8+ years of work experience.
- Experience building intelligent solutions leveraging GenAI and other modern tech stacks
- Have built and delivered large scale enterprise systems/products.
- Have excellent written and verbal communications skills. Create and deliver effective presentations to Senior Leadership.
- Ability to partner and influence effectively across multiple business and functional lines, up to and including technology leadership team and business leadership team
- Exceptional leadership skills to inspire and support a diverse and inclusive team of industry-leading internal and external talent
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
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