Staff AI Engineer - Servicing Enablement Platform

The Service Enablement Platform (SEP) team is responsible for multiple critical platforms that enable the servicing across all channels at American Express. This includes Case Platforms that are used for Global Disputes Management, Fraud Servicing, Credit, Collections and Back-Office Case processing besides Global Card Issuance and Automation.

From creating next-generation applications and microservices to leveraging AI, you could be doing transformational work that brings our iconic, global brand into the future. American Express is making continuous investments for building and scaling these platforms with security, resilience and innovation to meet our growth agenda and maintain trust, loyalty and premium experience for our customers. We are looking for strong leaders and engineers to be part of high energy and efficient teams that will bring our mission to life.

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

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)

Across all systems, we emphasize evaluation, observability, safety, and reliability, reflecting the responsibility of deploying autonomous AI in a regulated, customer-facing environment.

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

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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.