I led engineering initiatives to modernize customer care platforms, and built a bridge between legacy and modern tech stacks.
Overview
American Express is a Fortune 100 financial services company serving over 100 million cardmembers. Their customer care platform processes millions of interactions daily through mobile, web, and voice channels.
I joined the AskAmex organization to help modernize their customer service platform. The system was built on a heavily customized Angular 1.x codebase with significant technical debt. With an upcoming travel vertical launch requiring extensive new features, we needed a way to modernize without disrupting development or risking platform stability.
I designed and implemented TimeMachine, a bidirectional bridge system that enabled incremental React adoption within the existing Angular codebase. This technical approach allowed us to build new features in React while maintaining the stability of our legacy systems, successfully launching the travel vertical on schedule.
Key Achievements
- Successfully launched a new travel vertical that expanded operations to 300+ specialized agents and unlocked an entirely new market segment.
- Built TimeMachine, a bi-directional bridge system that enabled continuous feature delivery during a major platform modernization.
- Delivered new web chat capabilities and travel features with zero downtime while transitioning from Angular to React.
- Established a proven path for modernization that maintained 99.9% platform reliability across millions of daily customer interactions.
