Senior Director, AI Customer Engagement Platforms Engineering

About the Role

We are seeking a skilled and accomplished Senior Director, AI Customer Engagement Platforms Engineering that has shipped multiple high quality contact center applications to lead our growing software engineering team for sales, care and support services. Reporting to the SVP, Product Development, the Senior Director is responsible for delivering state of the art experiences for our customers and employees that are low latency and highly available. The Senior Director will recruit, lead, and mentor software engineers that develop multiple applications using iterative and empirical approaches. They will collaborate with product management, design, and contact center operations to systematically define and deliver human centric products. The role is pivotal in ensuring our employees and customers are delivered experiences that meet their needs and wants, while driving returns on investments. The Senior Director will level up our engineering strategy and operations by applying rigorous architecture, software design, documentation, automation and quality assurance principles ultimately being measured by their end users’ satisfaction.

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
• Defines and implements 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
• Exhibits natural and intuitive stakeholder and user empathy

Qualifications

• Degree in Computer Science, Engineering or related field; or 10 years of software product development with increasing leadership experience.
• 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.
• Master’s degree preferred.
• 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 frontend 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.

Required Skills

Financial acumen, data literacy, technical debt management, architecture design, software engineering, leadership, communication, project management, AI-powered solutions, frontend programming languages, services programming languages, databases, devops automation, workflow tools.

Preferred Skills

Master’s degree, ongoing learning and professional development, customer communication, interpersonal skills, optimization of operational efficiency, project management, leadership experience, AI-powered solutions, frontend programming languages, services programming languages, databases, devops automation, workflow tools.