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.