Sr Director - Conversational AI

Sr Director – Conversational AI

We need a senior leader (SG31) in the US to drive business value by enhancing member facing experiences and conversational AI, leading initiatives for call obviation and supporting workforce management across the globe. This role is very crucial for Consumer Engineering and it involves strategy development, leading delivery, influencing tech innovation, and supporting availability and resilience of our digital systems

Who you are:

• You love developing and growing people and have a track record doing it!
• You have experience in leading, managing, coaching and mentoring software developers towards delivering timely, high-quality software together with them
• You have experience in encouraging a strong culture in an agile environment
• Have a validated engineering background with previous experience developing large scale systems for data engineering, including processing, storage, quality and management
• You are experienced in working with a diverse set of partners and helping them understand the trade-offs to different product and technical decisions
• You care about agile software processes, development, reliability, and responsible experimentation

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Build and lead a team of engineers through hiring, coaching, mentoring, feedback and hands-on career development
• Drive and be accountable for technical delivery and work with your team on strategy and execution
• Facilitate collaboration with other engineers and product managers in solving exciting and challenging problems across the platform
• Advocate and advance modern, agile software development practices and help develop and evangelize great engineering and organizational practices
• Grow a healthy, collaborative engineering culture in line with the things we value
• Be an active member of the leadership team and collaborate with other leaders in the organization
• Grow the technical expertise of the team
• Lead, inspire, coach and mentor multiple product engineering teams
• Lead, architect, and design a highly available, internet scale applications
• Build trusting relationships with key business stakeholders to align/influence business and IT architecture
• Translate company business strategy into concrete solutions, own and operate them
• Drive organizational culture change and mindset shifts by articulating a compelling vision and effectively galvanizing change agents

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications - External

Required Qualifications:

• Undergraduate degree in technology, engineering, or science
• 10+ years of software engineering experience leading development teams, with deep computer science fundamentals including Algorithms, Data Structures, and practical applications of these to build distributed software systems
• 10+ years of Advanced project planning and execution skills including estimating, scheduling, and executing on committed schedules
• 5+ years of experience with cloud-native environments and ecosystems (AWS highly preferred)
• 6+ months of experience in building, integrating, and deploying conversational AI solutions, including voice and chatbots

Preferred Qualifications:

• Advanced degree in technology, engineering, or science
• Strategy: Proven experience leading AI/ML-driven conversational AI initiatives, with a solid ability to develop and execute strategic roadmaps for voice and text-based AI interactions
• Voice AI Deployment Experience: Experience integrating voice AI solutions into enterprise contact center platforms (Genesys, Amazon Connect, Twilio, etc.) and building feedback loops for better latency, speech recognition and call deflection
• Enterprise AI Implementation: Experience deploying AI solutions in large-scale healthcare or enterprise environments, balancing innovation with regulatory and compliance needs
• Data & Model Optimization: Experience with data-driven decision-making, model training, performance tuning, and bias mitigation in AI systems
• AI/ML & Voice Technology Experience
• Exceptional communication skills and experience presenting to a C-level audience
• Technical Acumen: Solid background in AI/ML frameworks, cloud platforms (AWS/Azure), and API-driven architectures
• Conversational AI Expertise: Deep understanding of NLP, LLMs, and chatbot technologies, including experience with building automated training feedback loops
• Voice AI Expertise: Deep understanding of ASR/STT, TTS technologies, including bleeding edge generative AI solutions in this space such as voice to voice LLMs. Experience designing and optimizing voice bots and multimodal AI interactions
• Proven success in growing and managing geographically distributed teams using successful recruiting, employee development, and retention
• Cross-Functional Collaboration: Provena ability to work with engineering, product, and business teams to drive AI adoption and optimize chatbot performance
• Deep understanding of current trends in the industry, esp with leading AI/ML tech companies