Data Engineer – American Express Company – Hybrid Remote (Charlotte, NC or Phoenix, AZ – 2x onsite, 3x remote)
Duration: 6-month contract to hire
Worksite Location: 600 South Tryon Street, Charlotte, North Carolina, 28202
Top Skills:
1) CCaaS / Contact Center Experience- Genesys, IVR design, call routing, omnichannel workflows)
2) Data Engineering (Google Cloud Platform)- BigQuery, ETL/ELT pipelines, data modeling, large-scale datasets)
3) Event Streaming & System Integration- (Kafka, Pub/Sub, APIs, real-time data processing)
Secondary Skills - Nice to Haves
Python
Sql
Hadoop
Java
Cloud
Data architecture
Job Description
American Express is seeking CCaaS + Data Engineers to support enterprise-wide Customer Experience (CX) transformation initiatives, focused on modernizing contact center capabilities and enabling real-time, data-driven customer engagement.
This role sits at the intersection of:
- Cloud Contact Center Platforms (CCaaS)
- Modern Data Engineering (Google Cloud Platform-based)
- Real-Time Event Processing & Analytics
- Emerging AI/GenAI customer interaction use cases
You will be part of a centralized engineering pool, where candidates are deployed across multiple initiatives and teams based on portfolio needs, providing exposure to a range of high-impact projects.
Additional Skills & Qualifications
Contact Center / CCaaS Engineering
-Design and implement scalable CCaaS solutions, including:
Interactive Voice Response (IVR)
Automatic Call Distribution (ACD) and skills-based routing
- Customer interaction workflows (voice, chat, digital)
- Optimize call flows, routing logic, and customer journey orchestration
- Support migration efforts from legacy contact center platforms to cloud-based CCaaS solutions
Data Engineering & Pipeline Development
- Build and maintain ETL/ELT pipelines for contact center and customer interaction data
- Develop scalable data processing workflows for:
Call logs
Customer interaction events
CX analytics datasets
- Design and implement data models that support reporting, analytics, and business insights
- Ensure data quality, reliability, and governance standards
Event-Driven Architecture & Real-Time Systems
- Design and implement real-time data streaming solutions using:
Kafka
Google Pub/Sub
- Enable real-time capabilities such as:
Customer interaction tracking
Live analytics and reporting
Event-driven decisioning
- Build systems capable of handling high-volume, low-latency workloads
Platform Integration & APIs
- Integrate CCaaS platforms with enterprise systems, including:
CRM platforms
CTI (Computer Telephony Integration) systems
Systems of Record (SORs)
- Build and maintain RESTful APIs and microservices for cross-platform communication
- Enable seamless data flow and interoperability across systems
Cloud Platform & Infrastructure (Google Cloud Platform)
- Develop and deploy solutions using Google Cloud Platform, including:
BigQuery (data warehousing & analytics)
Cloud Run / GKE (containerized services)
Pub/Sub (event streaming)
- Ensure systems are:
Scalable
Highly available
Secure and optimized for performance
- Contribute to CI/CD pipelines and DevOps practices
Cross-Functional Collaboration
Work across:
Contact center engineering teams
Data engineering and analytics teams
Product and business stakeholders
Employee Value Proposition (EVP)
This is a high-impact project sitting at the intersection of cloud, data, and customer experience transformation. You’d be working on modern CCaaS platforms, real-time data pipelines, and AI-adjacent initiatives—not legacy support.
Work Environment
The environment is fast-paced and highly collaborative, with teams working across the U.S. and India on shared initiatives.
Engineers operate in an Agile model with a strong focus on ownership, problem-solving, and end-to-end delivery.
There’s a lot of ambiguity and prioritization happening in parallel, so it’s ideal for someone who thrives in evolving, high-impact environments.
Overall, it’s a dynamic, enterprise-scale setting where teams are building modern platforms and driving real transformation.
Business Drivers/Customer Impact
The team is modernizing their contact center and customer experience platforms, moving to cloud-based CCaaS with real-time data integration.
The goal is to enable faster, more personalized customer interactions powered by analytics and AI.
This work directly impacts how customers experience support, reducing friction and improving response times.
Ultimately, it drives better customer satisfaction and more intelligent, data-driven decision-making across the business.
Why is the position open(provide details)
Current Contact Center Transformation from old platform to new
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