Job SummaryDirector of Technology, Customer Engagement Platforms" is essential to lead the end-of-life (EOL) transition and PCI in-scope platform overhaul while enabling the organization's commercial and marketing ambitions. This role will drive the modernization of customer engagement capabilities, ensuring platforms are secure, compliant, and scalable to support seamless omnichannel experiences. By aligning technology with business goals, the Director will enhance personalization, improve data-driven decision-making, and accelerate campaign effectiveness-ultimately delivering a robust, future-ready ecosystem that supports revenue growth and strengthens customer relationships. Manage the associated budget and ensure optimal investment alignment with company priorities. Responsible for initiating, constructing, and maintaining applications. Accountable to both Business and Technology leadership. Maintain documentation and manage teams to facilitate effective communication among team members, business partners, and customers, ensuring value-driven outcomes.
Open to DC & PHL remote open to travel to both HQ locations to host key stakeholder meetings. Essential Functions- The Director of Digital Technology (DT) Delivery for Customer Engagement Platforms is a senior technology leader responsible for the end-to-end delivery of passenger engagement and communications platforms that support the full customer lifecycle across passenger rail-pre-trip inspiration and planning, travel-day communications, loyalty engagement, and post-journey retention.
- Oversee multiple development and delivery teams building and operating highly available, real-time, and data-driven engagement platforms, including customer identity, personalization, loyalty, and marketing technology (MarTech) solutions. The leader partners closely with Commercial, Marketing, Customer Experience, Product, and Enterprise Architecture stakeholders to drive the engagement technology roadmap, ensure predictable delivery, and improve passenger acquisition, satisfaction, and lifetime value.
- This is a hands-on leadership role that combines delivery rigor, strong technical depth, and strategic thinking within a 24x7, operationally sensitive passenger rail environment.
- Manage end-to-end project delivery and stakeholder management for critical functional domains in Sales & Marketing, Train operations, and Corporate systems.
- Develop and owns service offering definition and design, ensuring adoption within the IT service catalog.
- Implement Cloud First, Mobile First, and Data Driven approach across Amtrak IT systems and services.
- Lead development and deployment of applications in Cloud-based Platforms such as AWS, Azure, Salesforce, and MuleSoft.
- Oversee service offerings, budgets, delivery teams, programs, and operations, ensuring alignment with customer expectations and organizational goals.
Minimum Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 11 years of relevant work experience with strong leadership, Agile deliver, MarTech expertise, and success in complex integrations.
Preferred Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 13 years of relevant work experience.
- Supervisor experience of 5+ years managing a team of senior development resources
- Active AWS Certification/s
- Deep understanding of clickstream and web tagging, Adobe and Google Analytics experience preferred
- Experience with voice of customer platforms Medallia preferred
- Experience with call center technologies and well versed with the CCaaS landscape with demonstrable experience of implementation oversite and AI capability implementation
- Strong analytical acumen and drive a quantitative approach to decision making
- Strong proponent to Non-Functional Requirements, engineering background preferred
- Strong perspective with real work experience on customer engagement channel integrations to gain measurable improvements on Customer Experience
- Demonstrable hands-on experience on technical and business strategy content creation and presentations
- Experience in passenger rail, transportation, travel, or hospitality
- Exposure to large-scale transformations or platform consolidations
- Experience supporting customer engagement platforms during service disruptions
- Background in multi-region or national customer platforms
Knowledge, Skills, and Abilities- Delivery & Execution Leadership: Own end-to-end delivery, lead agile teams, enforce governance, manage risks, and ensure production readiness for high-scale customer engagement platforms.
- Customer Engagement Technology Roadmap & Strategy: Actively participate in a multi-year MarTech roadmap with cross-functional partners, balancing near-term impact with long-term scalability, modernization, and compliance.
- Customer Engagement Platforms & Integrations: Oversee customer engagement platforms and ensure seamless, real-time integrations, high performance APIs, and reliable communications across channels and systems.
- Stakeholder & Executive Partnership: Serve as a trusted advisor translating technical delivery into business outcomes, ensuring alignment with growth, engagement, and customer experience goals.
- Team Leadership & Talent Development: Build and develop high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
- Technical & Domain Expertise: Demonstrate deep knowledge of CCaaS ecosystems, cloud and integration technologies, customer engagement platforms, and regulatory best practices.
- Leadership Competencies: Exhibit strong delivery focus, influence, decision-making under ambiguity, clear communication, and a customer-centric systems mindset.
- Success Metrics: Measure success through timely delivery, platform reliability, improved engagement metrics, reduced risk, and strong team performance.
The salary/hourly range is $179,300.00 - $232,416.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
Health and WellbeingFinancial and RetirementWork and Family Life SupportHealth, Dental, and Vision Insurance401K with Employer MatchGenerous Paid Time Off Wellness ProgramsRailroad Retirement BenefitsPaid Caregiving Days and Backup CareHealth Savings AccountPublic Service Student Loan ForgivenessFertility and Family Building BenefitsNo-cost Personal Health AdvocateStudent Loan AssistanceAdoption and Surrogacy AssistanceMedical Plan Opt-out CreditTuition and Education ReimbursementPaid Family Leave Life InsuranceRail Pass Privileges Short- and Long-term Disability InsuranceEmployee Assistance Program No-cost Financial Advisor SessionsCommuter and Flexible Spending Accounts
Learn more about our benefits offerings here.
Requisition ID:166723
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
