Senior Analyst, Infrastructure, Enablement, & Information Security

Job Description
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.
Responsibilities
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.
Qualifications
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.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About The Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Work arrangement
Hybrid