Associate Director of Software Engineering

Quick Facts

• Role: Associate Director of Software Engineering (Customer Care Product & Engineering)

Description

You will lead the Agent Assist, Workflow and Tooling organization, driving technical vision, architecture, and execution of scalable, resilient, and intelligent systems for customer support. You will shape and deliver AI/ML-driven solutions that improve automation, personalization, and operational efficiency across customer care channels, partnering with Product, Data Science, UX, and Operations. You will guide engineering strategy, foster technical excellence, and build high-performing teams delivering secure and reliable solutions in a fast-paced environment.

Responsibilities

• Lead and develop Agent Assist, Workflow and Tooling teams; set technical direction and ensure strong execution

• Architect and deliver scalable, highly available systems for omni-channel customer care (chat, voice, messaging, automation platforms)

• Design and implement AI/ML solutions including AI agent assist tools, Unified Agent Workspace, and related initiatives

• Establish engineering best practices across system design, software development, testing, DevOps, and observability

• Partner with Product and Data teams to translate business requirements into technical solutions

• Oversee platform modernization with focus on performance, scalability, and security

• Champion experimentation and data-driven decision-making to improve customer and agent experiences

• Build and mentor engineering managers and senior engineers; cultivate accountability and continuous improvement

• Manage roadmap planning, resource allocation, and cross-functional delivery alignment

• Ensure security, privacy, and reliability compliance across systems

Requirements

• 8+ years of experience in software engineering, system architecture, and platform development

• 2+ years of experience leading engineering teams or managing managers

• Bachelor’s degree in Computer Science or similar technical discipline

• Strong expertise in distributed systems, cloud-native architectures, APIs, and microservices

• Hands-on experience designing and building AI/ML-based solutions in production

• Experience with modern cloud platforms (AWS, GCP, Azure)

• Demonstrated delivery of scalable, resilient systems for high-volume customer-facing applications

• Strong understanding of CI/CD, DevOps, and engineering operational excellence

• Experience collaborating with Product, Data Science, and cross-functional stakeholders

• Strong communication skills to influence technical and non-technical partners

Benefits

• Comprehensive medical, dental, vision benefits plus wellness programs

• 401k and new hire and annual equity grant; C08+ may be eligible for annual bonus

• Parental leave, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and discounts

• Unlimited PTO for exempt salary team members (subject to manager approval) and six paid holidays per year; eligible paid sick and family leave per regulations