Senior Director – AI Customer Engagement Platforms Engineering
Job location
Bethpage, NY, US and Plano, TX, US
Type
Full Time
Responsibilities:
Leads, mentors, and scales the contact center engineering team as well as championing a strong devops culture.
Delivers applications that achieve 5-star ratings from their users.
Employs the art and science of software engineering to be a leader in establishing product vision and strategy.
Develops and implements comprehensive processes that increases delivery velocity without compromising quality across multiple teams.
Guides the adoption of new data formats, data stores, and patterns for performance and data locality, consulting regularly across teams for input/feedback.
Defines and models practices and culture that values and encourages cross-functional collaboration.
Define and implement cross-org monitoring and response policies.
Regularly interacts with end users (customers/employees) to understand their needs/wants.
Connects multiple data hypothesis together to establish a larger narrative supported through data.
Transforms ideas into elegant and simple architectures and software designs within budget and technology constraints.
Anticipates the delta in effort between solutions with functional partners.
Coaches others on best practices for architecture, software design, coding, and documentation.
Ensures regulatory and corporate policy compliance, consistently employing privacy/security by design
Advocates for the importance of continuous, rapid testing and learning.
Consistently helps teams overcome obstacles and complete work.
Delivers and operates software that achieves successful outcomes consistently.
Defines career paths to help the team identify opportunities for growth and achieve their goals.
Partners regularly with senior leadership stakeholders.
Requirements & Skills:
Degree in Computer Science, Engineering, or related field; or 10 years of software product development with increasing leadership experience
Master’s degree preferred
Exhibits natural and intuitive stakeholder and user empathy
Proven track record delivering chat, chatbot, voice user interface, workforce management, and other contact center technologies required. AI-powered solutions preferred
Experience automating contact center operations to reduce costs while exceeding customer expectations
Financial acumen to understand and articulate the company’s profits and losses, contributing as a leader in ROI and budget analysis
Demonstrated data literacy in support of engineering delivery and operations decisions
Deep architecture design experience, consulting teammates on specific difficult areas of the design and setting up new projects for architectural success
Demonstrated understanding of technical debt as a long-term budgeting and risk management tool, articulating when to incur more and when to pay it down
Expertise with popular front-end and services programming languages across a range of device types, databases, DevOps automation, and workflow tools
Demonstrated commitment to ongoing learning and professional development in the field of product development
Exceptional customer communication, leadership, and interpersonal skills. Ability to make informed decisions under pressure and effectively manage engineering deliveries in support of an exceptional customer experience
Demonstrated ability to drive process improvements and optimize operational efficiency
Project management skills and the ability to oversee multiple initiatives concurrently
