Senior Manager - Technology Operations Engineering

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

We are seeking an experienced and technically strong Senior Manager – Technology Operations Engineering to lead Site Reliability Engineering (SRE), Application Production Support, and operational excellence for enterprise Contact Center Transformation platforms.

This role will be responsible for ensuring the end-to-end availability, reliability, performance, scalability, and operational stability of mission-critical voice platforms, contact center applications, cloud-native services, intelligent voice bots, and AI-powered customer engagement solutions.

The ideal candidate will have extensive hands-on experience with Google Cloud Platform (GCP), SRE practices, enterprise application support, Five9, Genesys, telephony technologies, full-stack observability, distributed tracing, and incident management. The role also requires knowledge of emerging technologies, including Agentic AI frameworks, AI agent monitoring, and Model Context Protocol (MCP) servers.

The Senior Manager will lead engineering teams responsible for 24x7 production support, proactive monitoring, incident resolution, problem management, change management, automation, and continuous reliability improvements across complex, distributed contact center ecosystems.

1. SRE & Application Production Support: Lead Site Reliability Engineering and end-to-end application production support for enterprise Contact Center Transformation platforms, ensuring high availability, performance, scalability, reliability, and operational resilience across cloud-native applications, voice systems, and backend integrations.

2. Contact Center & Voice Platform Reliability: Manage production operations and technical support for Five9, Genesys, enterprise telephony, IVR, ACD, CTI, SIP/RTP, intelligent voice bots, and SpeechMiner, ensuring seamless customer interactions, call routing, voice quality, and platform stability.

3. Google Cloud Platform Operations: Oversee reliability and production support for applications hosted on Google Cloud Platform (GCP), including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Functions, API Gateway, load balancing, and cloud networking, ensuring operational readiness and performance optimization.

4. Full-Stack Observability & Monitoring: Drive end-to-end observability using Grafana, Elasticsearch, OpenSearch, Google Cloud Monitoring, OpenTelemetry, and distributed tracing, implementing proactive alerting, centralized logging, service health dashboards, application performance monitoring, and transaction-level visibility across infrastructure, applications, telephony, and AI services.

5. AI, Agentic AI & Intelligent Voice Bot Support: Lead operational support and monitoring for conversational AI, intelligent voice bots, LLM-based applications, Agentic AI frameworks, AI agents, and Model Context Protocol (MCP) servers, ensuring AI workflow reliability, agent execution monitoring, tool integration availability, performance diagnostics, and end-to-end tracing.

6. Incident, Problem & Change Management: Own 24x7 on-call operations, major incident management, production escalations, root cause analysis (RCA), problem management, change management, and post-incident reviews, driving continuous improvements in Mean Time to Detect (MTTD), Mean Time to Restore (MTTR), and overall service reliability.

7. Application, Database & Integration Support: Lead troubleshooting and production support for distributed applications, APIs, microservices, middleware, and enterprise integrations, including NoSQL databases, Google Cloud Firestore, and Oracle Database, ensuring application performance, database connectivity, transaction reliability, and end-to-end service availability.

8. Network, Load Balancing & Traffic Management: Collaborate with cloud, infrastructure, and network engineering teams to troubleshoot DNS, TCP/IP, SIP/RTP, firewalls, proxies, load balancers, traffic routing, network latency, and connectivity issues, ensuring reliable communication between contact center platforms, cloud applications, and backend systems.

9. Reliability Engineering, Automation & Operational Excellence: Establish and drive SRE best practices, including SLIs, SLOs, error budgets, capacity planning, performance optimization, CI/CD reliability, automated remediation, self-healing capabilities, disaster recovery, and production readiness, reducing operational toil and preventing recurring incidents.

10. Engineering Leadership & Cross-Functional Collaboration: Lead, mentor, and develop high-performing SRE and Application Support teams, establish engineering standards and operational KPIs, manage vendor escalations, and collaborate with Cloud Engineering, Application Development, Network Operations, AI Engineering, and Contact Center Technology teams to deliver stable, scalable, and resilient technology services.

1. Education & Professional Experience: Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline, or equivalent practical experience, with 10+ years of experience in Technology Operations, Site Reliability Engineering, Application Production Support, or Cloud Engineering, including 5+ years in technical leadership or engineering management roles.
2. Site Reliability Engineering & Application Support: Extensive hands-on experience in SRE, enterprise application production support, distributed systems, microservices, REST APIs, application performance troubleshooting, service reliability, and 24x7 production operations, including on-call support and critical incident resolution.
3. Google Cloud Platform (Mandatory): Strong hands-on experience with Google Cloud Platform (GCP) and cloud-native technologies, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Monitoring, Cloud Logging, API Gateway, cloud networking, load balancing, and containerized application environments.
4. Contact Center & Telephony Expertise: Proven experience supporting Five9, Genesys, or similar enterprise contact center platforms, with a strong understanding of telephony architecture, SIP, RTP, IVR, ACD, CTI, call routing, intelligent voice bots, and contact center integrations. Experience with SpeechMiner or comparable speech analytics platforms is highly desirable.
5. Full-Stack Observability & Distributed Tracing: Strong experience with Grafana, Elasticsearch, OpenSearch, OpenTelemetry, distributed tracing, centralized logging, application performance monitoring, and cloud observability tools, including the ability to implement end-to-end monitoring and troubleshoot complex distributed application issues.
6. AI, Agentic AI & MCP Technologies: Experience or strong working knowledge of conversational AI, intelligent voice bots, Large Language Models (LLMs), Agentic AI frameworks, AI agent monitoring, and Model Context Protocol (MCP) servers, including AI workflow observability, execution tracing, integration troubleshooting, and operational reliability.
7. Incident, Problem & Change Management: Demonstrated expertise in ITIL-based Incident, Problem, and Change Management, including major incident leadership, root cause analysis, production change coordination, escalation management, on-call operations, and continuous service improvement.
8. Database & Application Integration Technologies: Hands-on experience supporting NoSQL databases, Google Cloud Firestore, Oracle Database, APIs, middleware, and distributed application architectures, with strong troubleshooting capabilities across database performance, connectivity, transaction processing, and enterprise integrations.
9. Networking, Infrastructure & Automation: Strong understanding of TCP/IP, DNS, HTTPS, SIP/RTP, firewalls, load balancers, traffic routing, cloud networking, Kubernetes, and containerized environments, along with experience in automation, scripting, CI/CD pipelines, and tools such as Python, Bash, or Terraform.
10. Technical Leadership & Operational Excellence: Proven ability to lead engineering teams, manage complex production environments, collaborate across technology organizations, and drive SRE maturity, operational automation, observability improvements, incident reduction, service reliability, disaster recovery readiness, and continuous engineering excellence, supported by strong communication, analytical, and problem-solving skills.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.