Director, Care Engineering

Overview

Director, Care Engineering leads engineering for customer experience technology, including voice/chat bot and case management platforms, and develops responsible AI capabilities.

What you'll do

• Build, lead, and retain a high-performing engineering team in Pune and drive collaboration across care platforms.
• Lead application and platform engineering for VCSR (voice + chat bot) and CAMS case management capabilities.
• Incubate and scale responsible AI capabilities including large language model agents and predictive workflows.
• Drive stakeholder and executive engagement, including program and portfolio leadership.
• Manage vendor relationships and budgets, including M&A and integration leadership.
• Deliver structured incident response and design against failures without onshore technical presence.

What you'll need

• Have 15+ years in technology leadership and experience in enterprise transformation and modernization.
• Possess expertise in customer experience/contact center/CRM.
• Have experience with cloud and modern architecture.
• Have experience with budget and vendor management.
• Know Genesys Cloud CX and AWS services including EKS and RDS.
• Be experienced with Java/Spring Boot, React/TypeScript, and deterministic AI with Bedrock integration patterns.
• Provide executive communication skills.