Senior AI Engineer I

Senior AI Engineer I

Bengaluru, KA, India (Hybrid)

Job Description

At American Express, technology is at the core of how we innovate, grow, and deliver exceptional customer experiences. Joining Amex Tech means being part of a global engineering organization that is shaping the future of commerce through cutting-edge platforms, data, and Artificial Intelligence. Our teams build scalable, secure, and intelligent systems that power seamless experiences for customers and colleagues worldwide.

Within this ecosystem, Enterprise CRM Solutions (eCRMs), part of the International Card & Risk Services Technology organization, plays a pivotal role in enabling customer-centric growth. eCRMs brings together engineering, product, and business teams to deliver modern, connected CRM capabilities across both Customer and Sales domains. The organization is focused on transforming the CRM landscape by centralizing customer data, reducing fragmentation, and enabling more personalized, insight-driven interactions at scale.

Artificial Intelligence is a key driver of this transformation. From intelligent automation to advanced decisioning and personalized engagement, we are embedding AI into core sales and customer platforms—while ensuring strong governance, reliability, and responsible use at enterprise scale.

Role Description

As a Sr. AI Engineer within Enterprise CRM Solutions (eCRMs), you will play a key role in advancing AI-driven transformation across customer and sales platforms at American Express. You will work at the intersection of data, AI, and CRM modernization to build intelligent, scalable solutions that enhance customer engagement, strengthen sales effectiveness, and ensure robust compliance and governance.

In this role, you will develop AI-powered capabilities that bring greater intelligence and automation into how customer and sales processes operate, ranging from improving quality and compliance monitoring through automated, insight-driven systems, to enabling more dynamic, personalized customer interactions powered by connected and enriched data. You will also contribute to building intelligent systems that unify and enhance customer data, enabling better decision-making and deeper business insights across the enterprise.

Alongside solution development, you will help shape enterprise-grade AI practices by contributing to scalable platforms, standardized approaches, and responsible AI adoption. This includes ensuring that AI solutions are built with strong governance, reliability, and transparency, supporting sustainable innovation and long-term business value within eCRMs.

Responsibilities

• Design and build scalable AI and agentic systems that enhance customer engagement, sales effectiveness, and compliance within enterprise CRM platforms.

• Develop intelligent, autonomous workflows that can reason over context, leverage enterprise data, invoke tools, and support decision-making across customer and sales processe