Senior Manager – Technology Operations Engineering

American Express

. Lead Site Reliability Engineering and end-to-end application production support for enterprise Contact Center Transformation platforms .

Posted 11/6/2026full-timePhoenix • Arizona • United StatesSenior💰 $123,000 - $215,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in Site Reliability Engineering, application production support, and cloud-native technologies, with a strong focus on operational resilience and performance optimization. Proven ability to lead technical teams, manage incident response, and implement SRE best practices across enterprise contact center platforms.

Highest-signal resume keywords

Site Reliability EngineeringGoogle Cloud Platform (GCP)Application Production SupportTechnical LeadershipIncident Management

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Hard Skills

Distributed SystemsMicroservicesREST APIsApplication Performance TroubleshootingCloud NetworkingNoSQL DatabasesAutomationScriptingCI/CD PipelinesTelephony Architecture

Soft Skills

Team LeadershipMentoringCollaborationProblem SolvingCommunication

Tools & Technologies

GrafanaElasticsearchOpenTelemetryGoogle Cloud MonitoringFive9GenesysCloud RunKubernetesTerraformBash

Industry Keywords

Contact Center TransformationIVRACDCTIIntelligent Voice BotsAgentic AIModel Context ProtocolITILChange ManagementProduction Readiness

Tech Stack

Tools & technologies

CloudDistributed SystemsDNSElasticSearchFirewallsGoogle Cloud PlatformGrafanaKubernetesMicroservicesNoSQLOraclePythonTCP/IPTerraform

About the role

Key responsibilities & impact

Lead Site Reliability Engineering and end-to-end application production support for enterprise Contact Center Transformation platforms
Ensure high availability, performance, scalability, reliability, and operational resilience across cloud-native applications, voice systems, and backend integrations
Manage production operations and technical support for Five9, Genesys, enterprise telephony, IVR, ACD, CTI, SIP/RTP, intelligent voice bots, and SpeechMiner
Oversee reliability and production support for applications hosted on Google Cloud Platform, including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Functions, API Gateway, load balancing, and cloud networking
Drive end-to-end observability using Grafana, Elasticsearch, OpenSearch, Google Cloud Monitoring, OpenTelemetry, and distributed tracing
Lead operational support and monitoring for conversational AI, intelligent voice bots, LLM-based applications, Agentic AI frameworks, AI agents, and Model Context Protocol servers
Own 24x7 on-call operations, major incident management, production escalations, root cause analysis, problem management, change management, and post-incident reviews
Lead troubleshooting and production support for distributed applications, APIs, microservices, middleware, NoSQL databases, Google Cloud Firestore, Oracle Database, and enterprise integrations
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
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
Lead, mentor, and develop SRE and Application Support teams; establish engineering standards and operational KPIs; manage vendor escalations; collaborate with Cloud Engineering, Application Development, Network Operations, AI Engineering, and Contact Center Technology teams

Requirements

What you’ll need

Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline, or equivalent practical experience
10+ years of experience in Technology Operations, Site Reliability Engineering, Application Production Support, or Cloud Engineering
5+ years in technical leadership or engineering management roles
Extensive hands-on experience in SRE, enterprise application production support, distributed systems, microservices, REST APIs, application performance troubleshooting, service reliability, and 24x7 production operations
Strong hands-on experience with Google Cloud Platform (GCP), including GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Monitoring, Cloud Logging, API Gateway, cloud networking, load balancing, and containerized application environments
Proven experience supporting Five9, Genesys, or similar enterprise contact center platforms
Strong understanding of telephony architecture, SIP, RTP, IVR, ACD, CTI, call routing, intelligent voice bots, and contact center integrations
Strong experience with Grafana, Elasticsearch, OpenSearch, OpenTelemetry, distributed tracing, centralized logging, application performance monitoring, and cloud observability tools
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
Demonstrated expertise in ITIL-based Incident, Problem, and Change Management
Hands-on experience supporting NoSQL databases, Google Cloud Firestore, Oracle Database, APIs, middleware, and distributed application architectures
Strong understanding of TCP/IP, DNS, HTTPS, SIP/RTP, firewalls, load balancers, traffic routing, cloud networking, Kubernetes, and containerized environments
Experience with automation, scripting, CI/CD pipelines, and tools such as Python, Bash, or Terraform
Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship

Benefits

Comp & perks

Annual bonus
Benefits