Director of Technology, Customer Engagement Platforms - Washington DC, Philadelphia
Washington, DC, US, 20001 Philadelphia, PA, US, 19104
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.
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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.
Job Summary
Director 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 Wellbeing | Financial and Retirement | Work and Family Life Support |
| Health, Dental, and Vision Insurance | 401K with Employer Match | Generous Paid Time Off |
| Wellness Programs | Railroad Retirement Benefits | Paid Caregiving Days and Backup Care |
| Health Savings Account | Public Service Student Loan Forgiveness | Fertility and Family Building Benefits |
| No-cost Personal Health Advocate | Student Loan Assistance | Adoption and Surrogacy Assistance |
| Medical Plan Opt-out Credit | Tuition and Education Reimbursement | Paid Family Leave |
| Life Insurance | Rail Pass Privileges | |
| Short- and Long-term Disability Insurance | Employee Assistance Program | |
| No-cost Financial Advisor Sessions | Commuter 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%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
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.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
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 equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, 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.
