Position Overview:
Location: Gurgaon, Haryana, India
Work Model: Hybrid
American Express: A Global Community with a Purpose
Joining American Express means becoming part of a global network committed to excellence and innovation. As an organization, American Express emphasizes support for its employees, communities, and clients worldwide. Here, career growth is personal and professional, shaped by a strong foundation of programs, benefits, and flexibility designed to ensure each employee’s success and well-being.
Every American Express employee is recognized for their contributions, whether in leadership, strategic insights, or team collaboration. The company prides itself on creating an inclusive workplace where every voice is heard and respected. At American Express, working together is at the core of its mission to deliver world-class customer experiences with integrity, fostering a sense of belonging for all.
Job Description: Engineer I
The Engineer I role at American Express is a unique opportunity for those skilled in chat data analysis and Natural Language Processing (NLP). This role is crucial to enhancing American Express’s chatbot functionalities and improving the overall user experience by using cutting-edge technology and data-driven insights. Here’s an overview of the core responsibilities:
Key Responsibilities:
- Chat Data Analysis:
- Utilize advanced data analysis techniques to analyze chat data, identify emerging patterns, and derive actionable insights.
- Example: Identifying recurring customer inquiries to improve chatbot responses.
- Python Code Development:
- Build and maintain efficient Python code, implementing features that ensure high scalability and smooth system performance.
- Example: Creating a Python script that processes large volumes of chat data to identify trends.
- NLP Pipeline Development:
- Enhance NLP capabilities to improve the chatbot’s understanding and response accuracy, ensuring the chatbot comprehends user inputs better.
- Example: Integrating an NLP module to help the chatbot detect sentiment, enabling it to adjust its responses accordingly.
- Kibana Dashboard Creation:
- Develop visually appealing Kibana dashboards to present chat data insights to stakeholders clearly and concisely.
- Example: Building a dashboard that shows key metrics like user engagement and conversation volume.
- Splashboard UI Development:
- Work on the Splashboard UI with cross-functional teams, optimizing user experience and ensuring intuitive interaction.
- Example: Collaborating with the UI team to streamline navigation within the Splashboard interface.
- Prompt Tuning and Finalization:
- Utilize chat data insights to fine-tune chatbot prompts, enhancing user engagement and refining prompt effectiveness for the 2.0 chatbot system.
- Example: Adjusting chatbot prompts based on user behavior analysis to make responses more contextually relevant.
Key Requirements
Educational Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or related fields is required. An advanced degree like a Master’s is preferred but not mandatory.
Technical Skills:
- Python Proficiency:
- Extensive experience in Python programming, along with knowledge of libraries like NLTK and spaCy for NLP.
- Example: Building scripts to process data or creating NLP models for chat analysis.
- Experience with Data Visualization:
- Proficiency in Kibana or similar tools to create insightful, data-driven visualizations.
- Example: Presenting chat volume fluctuations over time to understand peak support hours.
- UI Development Knowledge:
- Familiarity with front-end technologies such as HTML, CSS, and JavaScript for UI enhancements.
- Example: Implementing small UI tweaks to improve user interaction on the Splashboard.
- Communication Skills:
- Ability to effectively communicate technical information to non-technical stakeholders.
- Example: Explaining how data insights impact chatbot responses to the product management team.
Preferred Qualifications:
- Master’s Degree in Computer Science or a Related Field:
- Advanced studies can enhance the depth of technical expertise and provide an edge in complex NLP and ML tasks.
- Machine Learning Experience:
- Familiarity with machine learning libraries and frameworks like TensorFlow and PyTorch for implementing AI-driven improvements.
- Example: Using ML to help the chatbot learn from past interactions and improve response accuracy over time.
- Experience with Chatbot Development Platforms:
- Knowledge of platforms like Dialogflow and Rasa for seamless integration and optimization of chatbot functionalities.
- Example: Configuring chatbot flows in Rasa to ensure it handles queries smoothly.
- Understanding of Elasticsearch:
- Familiarity with Elasticsearch and its tools to facilitate data storage and fast retrieval.
- Example: Using Elasticsearch to quickly search and filter chat transcripts based on keywords.
- Previous Experience in SaaS or Tech Startups:
- SaaS and tech startup experience is valuable, as it often involves fast-paced environments that align with American Express’s innovation-driven culture.
Benefits at American Express
American Express is dedicated to supporting employees’ well-being at all life stages by offering a comprehensive benefits package:
- Competitive Salary and Bonuses: Financial compensation that reflects the employee’s contributions.
- Health and Wellness: Includes extensive medical, dental, and vision coverage, along with life insurance and disability benefits.
- Work Flexibility: Hybrid, onsite, or virtual work arrangements tailored to each role’s requirements.
- Paid Parental Leave: Generous leave policies support employees through major life events.
- Onsite Wellness Centers: Free access to health centers equipped with professional medical staff.
- Mental Health Support: The Healthy Minds program provides confidential counseling for employees in need.
- Career Development Opportunities: Continuous growth through training programs and career advancement pathways.
American Express’s Commitment to Diversity
American Express fosters an inclusive work environment, prioritizing equal opportunity and respecting each individual’s unique background. Employment decisions are made solely on merit, without regard to race, religion, gender identity, disability, or any other protected status.
Background Verification:
Offers are contingent on a successful background check, ensuring compliance with legal standards.
American Express provides a unique environment for those with a passion for data analysis, technology, and improving customer experience through innovation. If you’re a problem-solver and enthusiastic about making an impact through technology, the Engineer I role at American Express offers an ideal platform for career growth in a supportive, inclusive environment. Apply today to start your journey with Team Amex!