Sr Technology Dir Customer Architecture - 90290504 - Washington

Date: Aug 14, 2022

Location: Washington, District of Columbia, US, 20002

Company: Amtrak

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.


Sr. Director, Customer Services & Revenue Systems is responsible for providing a cohesive technology strategy & architecture leadership over Customer Services and Revenue Systems application portfolio. This leader will ensure technology investments are in alignment with business strategy in the Customer ecosystem.  As a technology leader, this role will maximize return on technology investments, and reduce time to capability, while minimizing operational costs. The Sr. Director will be responsible for setting fiscal year architecture and delivery strategy, defining goals, accessing prioritizing project efforts, resources and delivering results on our business systems technology platforms. This role will collaborate closely with the Senior Directors of E-Commerce, Pricing and Revenue Management, Application Platform Engineering, Solution Architecture, Insights and Analytics, Cloud Operations, Innovation and Production Support teams. 


This role will work with executive leaders from business and technology to understand unfolding and persistent business challenges and determine customer experience and technology approaches to solve those problems in new and novel ways. This role contributes and drives alignment to the Amtrak Digital Technology (DT) Strategy to ensure Customer Communications and Experience strategy evolves with changing business needs, staffing and technology advancements. Additionally, this role works with business and technology counterparts to inventory existing applications; re-access development and support models, define and generate KPI’s to support Amtrak business lines SLA’s.

•    Represent Customer Services and Revenue Systems team in Amtrak’s major fleet & infrastructure refresh programs. Collaborate with cross-functional peers to ideate capability standardizations and implementation roadmaps that help build centralized capability teams and reduce development cost overlaps across teams
•    Lead the definition of the system, technical, application and deployment architectures for major areas of development and recommend course of action to maintain cost effectiveness and competitiveness for multiple products and platforms
•    Partner with busines leaders to develop actionable strategies, plans, roadmaps and rationalize portfolio
•    Create, review and approve designs in the form of a Technical Architecture Design documents to be used as the basis for sizing and creation of low-level detailed designs. Creates Technology Architecture blueprint which drives execution for all products and services in Customer and Revenue Systems
•    Works closely with Solution Architects to generate appropriate communication, process, and education plans ensuring both Business and Technology leaders are aware of the overall architecture posture within Amtrak
•    Partners with Business clients and Technology Service owners to create an integrated technology roadmap across different business functions for customer ecosystem
•    Provide architectural guidance for data-driven transformation of the Customer and Revenue including Amtrak's omni-channel strategy to supports 30+ million riders across 300 services and 500 trains nationwide
•    Influence architectures for cloud driven solutions for Amtrak's Data Hub strategy for Customer, Sales and Operational Data Hubs with deep integration with Amtrak’s Identity & Access Systems on the Microsoft Azure Cloud providing Single Sign-On and API Authorization capabilities
•    Keep up with developments in Cloud computing and Cloud service models, including IaaS, PaaS, SaaS
•    Preferred to have AWS background, Core AWS Services (S3, EC2, Lambda, DynamoDB, RDS), Ancillary Services (API Gateway, Cognito, Cloud Front, Kinesis, Glue, CloudWatch, AppSync, SQS, SNS), DevSecOps, CI/CD, RAML API specifications
•    Experience in architecting SOA and API solutions with distributed and multi-tier applications leveraging MuleSoft CloudHub, API and on-premise capabilities
•    Working knowledge of Adobe Experience Cloud, Adobe Analytics and Adobe Target or Salesforce, including Service and Marketing Cloud preferred, institutionalize lean development, design thinking, full stack mindset across development teams. Include Business teams in core team ceremonies to ensure a well-documented product backlog and implementation roadmap

•    Bachelor’s Degree in Computer Science, Information System, Software Engineering, or related field with 15+ year’s relevant experience or 17+ years of relevant work experience in business systems, development and/or support functions with a focus on Technology Strategy and Architecture
•    Client Expectation Management, Business Case Development, Program Management, Financial Management, Staffing Strategy and Technology Product Delivery experience is required.15+ years of relevant technical and business managerial experience with 3 to 5 years leading Customer facing technology teams or Architecture Practice.
•    Technical and/or ITIL, or equivalent Certifications 
•    Requires experience working with C-level executives to educate and gain concurrence for the technology architecture standards, roadmaps, and plans
•    Requires demonstrated ability to launch and deliver multiple major application development and architecture initiatives making effective use of staff
•    Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated
•    Ability to switch between strategic and tactical concepts and be comfortable in both settings

•    Master’s Degree in Computer Science, Engineering, Business Management or similar relevant field
•    15+ years relevant work experience preferred 
•    Experience working in large complex companies that heavily rely on real time 24x7 IT operations to successfully service external customers.
•    User Experience / Product Development, SAFe and Technical Certifications

•    Work is performed in an office environment
•    May require travel up to 10% of the time 
•    Requires on-call status
•    After hours and periodic shift work may occasionally be required

Requisition ID:114644
Posting Location(s):District of Columbia
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Information Technology || Information Technology