Sr AI Engineer I - Global Servicing Technology

About the role

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.

Responsibilities

• Design and build scalable AI and agentic systems to improve customer engagement and the dispute and fraud servicing experience.
• Build intelligent workflows that use context, enterprise data, and tools to support decisions in dispute and fraud servicing.
• Deliver production-ready AI solutions, including LLM apps, RAG systems, and personalization features, with high accuracy, reliability, and auditability.
• Use LLMs, GenAI, or applied machine learning to build and run large-scale AI solutions.
• Improve operations with AI-based monitoring, quality checks, and governance through automation and analytics.
• Build and support shared AI platforms, including agent orchestration, evaluation systems, and scalable model deployment pipelines.
• Own end-to-end delivery, from problem definition and prototyping to deployment, monitoring, and ongoing improvement.
• Work closely with product, engineering, and business teams to turn complex problems into effective AI solutions.
• Ensure all AI systems meet enterprise standards for security, compliance, explainability, and responsible AI.

Qualifications

• 7+ years of experience in software engineering, machine learning, or applied AI, including building production systems.
• Experience working with agentic AI systems, including orchestration, tools, memory/state management, and evaluation.
• Experience with RAG, vector databases, and the full LLM lifecycle, including prompting, fine-tuning, evaluation, and monitoring.
• Strong Python skills and experience building backend services, APIs, and data pipelines.
• Hands-on experience with LLMs, GenAI, or applied machine learning in real-world products.
• Experience with modern AI/ML frameworks such as LangChain, LangGraph, PyTorch, TensorFlow, or Scikit-learn.
• Experience with Google Cloud Platform (GCP), including BigQuery, Composer (Airflow), DataProc, and similar services.
• Experience designing and deploying scalable cloud-native solutions using modern engineering practices.
• Good understanding of distributed systems, event-driven architecture, and large-scale data processing.
• Strong problem-solving skills and the ability to turn business needs into technical solutions.
• Able to work in a fast-paced, collaborative environment with strong ownership and accountability.

Preferred Experience

• With case management platforms and customer data systems.
• In regulated industries such as financial services, with knowledge of compliance, governance, and secure AI deployment.
• Experience with distributed data technologies and container tools like Docker and Kubernetes.
• Familiarity with AI governance, model risk management, and responsible AI.
• Contributions to research, patents, or open-source projects in AI/ML or developer tools.
• Advanced degree in Computer Science, Machine Learning, AI, or related technical field.

About Us

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.

About The Team

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

Benefits

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

Pay

The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.