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Remote only
The Senior Director, Engineering – Agentic AI & Service Applications will be a transformative leader responsible for bridging the gap between our internal service organizations—including Call Center and Implementation—and the cutting-edge delivery of Agentic AI and software solutions. You will own the strategy for our service application ecosystem, moving beyond traditional workflows to spearhead the transition toward generative AI, machine learning, and advanced analytics.
The successful candidate will lead the digital evolution of our service tools, leveraging Agentic AI Engineering to automate complex interactions, personalize service delivery, and drive data-led decision-making. This is a highly collaborative role, translating the needs of service teams into technical requirements that align with modern Software Development Lifecycle (SDLC) and Agentic AI architectural best practices.
Strategic Leadership & Agentic AI Transformation
AI Strategy & Evolution: Lead the digital transformation of the Service Applications function, identifying and implementing Agentic AI-driven tools for predictive customer support and automated service leveling.
Stakeholder Management: Develop and maintain strong, collaborative relationships with VPs and leaders across Call Center teams to understand their strategic objectives.
Innovation & "Nudge" Technology: Integrate AI-driven "nudge" technology and autonomous agents to help service representatives optimize customer interactions and benefit selections.
Executive Support: Prepare board-level materials and narratives for the General Managers and executive leadership regarding the future state of AI-driven service.
Technical Oversight & AI Execution
Agentic AI Engineering: Bring technical rigor to the design and deployment of autonomous agents and LLM-based tools for policy drafting, data analysis, and real-time call center support.
Platform Governance: Oversee the architecture and governance of the Salesforce platform and AI-specific platforms, ensuring scalability and adherence to federal banking and security regulations.
Modernized SDLC: Define and enforce modern SDLC practices, including robust testing for AI model performance, CI/CD, and automated testing of Agentic workflows.
Data-Driven Insights: Partner with analytics teams to use AI to forecast service trends and simulate the long-term impact of architectural changes.
Team Leadership & Digital Literacy
Upskilling for the Future: Manage and upskill 4 teams totaling about 60 resources globally, fostering a culture of digital literacy and continuous learning in AI technologies.
X-Functional Collaboration: Partner with TA, HRBPs, and Engineering managers to develop strategies that support talent retention and business goals.
Execution & Impact: Manage both short- and long-term initiatives in a fast-paced environment to meet critical business objectives.
Required
Experience: 10+ years in technical leadership with a focus on enterprise applications, preferably in a global/multinational environment.
AI & Digital Literacy: Proven experience or specialized training in HR/Service Technology transformation, including navigating the "AI for Service" landscape (e.g., LLMs, predictive analytics).
CRM Expertise: Prefer 5+ years of direct experience with the Salesforce platform (Service Cloud) and proficiency in advanced HCM/CRM systems.
Analytical Rigor: Expert-level analytical skills with the ability to leverage predictive analytics to inform decision-making.
Execution: Ability to align resources, meet aggressive deadlines, and drive projects to completion that result in positive organizational impact.
Preferred
Advanced Systems Knowledge: Proficiency in AI-specific platforms and proprietary AI modeling tools.
Professional Certifications: Relevant technical certifications or leadership credentials (e.g., Lean Six Sigma, Salesforce Architect).
Strategic Thinking: Track record of developing and executing innovative strategies that drive business results and customer well-being.