Senior Director, Engineering – Agentic AI, Service Applications

This is a fully remote position, open to applicants in United States.

📋 Description

• Spearhead the digital transformation of the Service Applications division

• Discover and apply Agentic AI-driven solutions for predictive customer support and automated service leveling

• Cultivate collaborative relationships with Vice Presidents and Call Center leaders

• Integrate AI-driven “nudge” technology and autonomous agents to enhance customer interactions and benefit selections

• Create board-level materials and narratives for General Managers and executive leadership

• Design and implement autonomous agents and LLM-based tools for policy drafting, data analysis, and real-time call center assistance

• Supervise Salesforce and AI-platform architecture and governance

• Establish and enforce modern Software Development Life Cycle (SDLC) practices, including AI model testing, CI/CD, and automated Agentic workflow testing

• Collaborate with analytics teams to predict service trends and simulate architectural impacts

• Oversee and enhance the skills of four teams comprising approximately 60 global resources

• Work alongside Talent Acquisition, HR Business Partners, and Engineering managers on talent retention and business goal strategies

• Administer both short- and long-term initiatives to achieve critical business objectives

⛳️ Requirements

• Over 10 years in technical leadership, focusing on enterprise applications

• Experience ideally in a global or multinational setting

• Demonstrated experience or specialized training in HR/Service Technology transformation

• Knowledge of the “AI for Service” landscape, including LLMs and predictive analytics

• At least 5 years of direct experience with the Salesforce platform (Service Cloud) preferred

• Expertise in advanced HCM/CRM systems

• Exceptional analytical skills

• Capability to align resources, meet stringent deadlines, and drive projects to completion

• Familiarity with AI-specific platforms and proprietary AI modeling tools preferred

• Relevant technical certifications or leadership qualifications preferred, such as Lean Six Sigma or Salesforce Architect

• Proven history of developing and executing innovative strategies that drive business results and enhance customer well-being

🏝️ Benefits

• Health, dental, and vision insurance

• Retirement savings plan

• Paid time off

• Health savings account

• Flexible spending accounts

• Life insurance

• Disability insurance

• Tuition reimbursement

• Eligibility for quarterly or annual bonuses for non-sales roles