Senior Analyst, Infrastructure, Enablement, & Information Security

About the Team

The Global Partner & Operational Support group is the global third-party Center of Excellence for Voice & Chat Servicing and Marketing, driving the world’s best customer experience through strategic partnerships — at the right margins and with uncompromising risk and control standards. The team spans GCS & CPS Marketing, Partner CEN Voice & Chat, Fraud, Merchant, Membership Rewards Fulfillment, Amex Assurance Company, Amex Loans, and Partner Strategy Management & Oversight.

Role Summary

The Senior Analyst, Infrastructure, Enablement, & Information Security will strengthen the network, data, and platform capabilities supporting Global Servicing partners — enabling secure integrations, resilient operations, and faster onboarding between American Express systems and third-party partner platforms. The analyst will also apply AI agents and automation to improve productivity and decisions across the partner ecosystem. Working across engineering, product, operations, risk, and partner teams, this role advances governance and responsible technology adoption while ensuring partner systems align with American Express network architecture, information security, and data governance standards across global markets.
What matters most: We're looking for a self-driven, resourceful problem solver who learns quickly, navigates ambiguity, and delivers on timelines with minimal oversight.

What You’ll Help Build

• Secure, scalable partner integrations across global servicing operations and multiple lines of business.
• Stronger platform, data, risk, and operational governance aligned with American Express standards for security, compliance, and operational excellence.
• AI-enabled servicing using generative AI, and automation that improves resilience, productivity, and onboarding speed.

Technologies & Domains
• Network and voice: LAN/WAN architectures, TCP/IP networking, routing protocols, VLANs, DNS, VPNs, firewalls, VoIP, and SIP signaling
• Partner platforms and operations: third-party/BPO integrations, monitoring, incident management, testing, and documentation
• Risk and governance: third-party risk, security controls, data governance, vulnerability management, and regulatory requirements (e.g., PCI-DSS, SOC 2)
• Copilot and AI: Microsoft Copilot, generative AI, AI agents, workflow automation, prompt design, and responsible AI controls

Network Infrastructure, Connectivity & Voice Servicing Support

• Support secure, reliable network, voice, application, and data integrations between American Express and partner platforms, including configuration, validation, and monitoring of LAN/WAN connectivity, routing, firewalls, and secure integrations.
• Support infrastructure components related to voice servicing platforms and VoIP technologies, including troubleshooting issues impacting voice channels and network-based servicing capabilities.

Platform Integration & Data Oversight

• Define requirements, validate readiness, coordinate testing, and resolve production issues for partner onboarding and servicing launches.
• Monitor performance, data integrity, and resilience across partner integrations, driving improvements in scalability and operational efficiency.

Implementation, Testing & Operational Support

• Support system testing and partner connectivity validation, including integration readiness and user acceptance testing, coordinating defect resolution related to infrastructure or connectivity issues.
• Investigate and troubleshoot production incidents impacting partner connectivity or integrations.

Risk Management & Information Security

• Support third-party risk assessments, audits, vulnerability remediation, continuity planning, and enterprise compliance across partner network integrations and connectivity.
• Collaborate with Information Security, Risk, and Compliance teams to remediate vulnerabilities or control deficiencies, and support business continuity/disaster recovery planning and readiness validation.

AI Governance

• Govern partner use of generative AI, and AI agents, including use cases, approvals, controls, and risk documentation, ensuring alignment with American Express information security and responsible AI standards.
• Advance AI and automation initiatives from discovery through deployment with human oversight and measurable business outcomes, partnering with product and engineering teams on automation opportunities.

Cross-Functional Collaboration & Continuous Improvement

• Translate technical needs into clear decisions and documentation across engineering, product, operations, security, risk, and partner teams.
• Identify opportunities to improve platform governance, integration oversight, and operational workflows.

Minimum Qualifications

• Self-directed learner and problem solver: we will train you on our specific technology stack, but you must bring strong execution, accountability, and comfort navigating ambiguity.
• A track record of delivering on timelines, even under shifting priorities, with strong personal accountability and organizational skills.
• Experience supporting enterprise networks, system integrations, platform operations, or partner technology environments.
• Working knowledge of network infrastructure, security, data governance, risk, and third-party oversight.
• Strong analytical, documentation, organizational, and stakeholder communication skills.
• Practical experience using Copilot, generative AI, AI agents, or automation to improve productivity.

Preferred Qualifications

• Experience with global partner ecosystems, BPO platforms, contact center technologies, or VoIP.
• Familiarity with PCI DSS, SOC 2, NIST, ISO 27001, third-party reviews, audits, or resilience planning.
• Experience evaluating and scaling Copilot, generative AI, AI agents, or automation with governance and value measurement.