Director of Software Engineering - Self-Service and IVR Platforms
Director of Software Engineering - Self-Service and IVR Platforms
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Job Description
If you are a software engineering leader ready to take the reins and drive impact weve got an opportunity just for you.
As a Director of Software Engineeringat JPMorgan Chase within the Consumer and Community Banking - Operations Technology team you lead a technical area and drive impact within teams technologies and projects across departments. Utilize your in-depth knowledge of software applications technical processes and product management to drive multiple complex projects and initiatives while serving as a primary decision maker for your teams and be a driver of innovation and solution delivery.
Job responsibilities
- Defines and execute the technology strategy for self-service IVR and agentic AI aligned with customer experience goals and contact center transformation initiatives.
- Leads end-to-end implementation of IVR voicebot and autonomous agentic flowsfrom design and integration to CCaaS migration and continuous optimization
- Designs AI-driven call flows and automation that reduce agent transfers improve call containment and dynamically adapt to user intent in real time.
- Integrates agentic AI frameworks that can reason take actions on behalf of customers and complete multi-step tasks across systems.
- Leverages NLP/NLU and contextual awareness to create intelligent conversational self-service journeys across channels.
- Partners with customer experience and operations teams to streamline customer journeys reduce friction and improve self-resolution rates.
- Drives DevOps maturity and agile delivery across engineering teams to accelerate innovation and ensure high-quality platform releases.
- Ensures compliance with industry standards and privacy regulations collaborating with legal and risk teams as needed.
- Builds scalable resilient architectures that support high-volume mission-critical IVR and AI flows with robust monitoring and disaster recovery capabilities.
- Mentors engineering leaders and foster a culture of excellence experimentation and customer obsession.
- Evaluates and adopt emerging technologies including agentic AI to future-proof the self-service ecosystem.
Required qualifications capabilities and skills
- Formal training or certification on software engineering concepts and 10 years applied experience. In addition 5 years of experience leading technologists to manage anticipate and solve complex technical items within your domain of expertise
- Strong leadership focused on self-service IVR conversational AI or contact center platforms in regulated environments.
- Proven experience with CCaaS migrations IVR modernization and deploying agentic or autonomous AI flows at scale.
- Deep knowledge of speech recognition NLU/NLP call routing and telephony infrastructure.
- Familiarity with agentic AI frameworks autonomous orchestration tools and AI workflow governance.
- Strong understanding of regulatory compliance for voice and digital interactions customer privacy and identity verification.
- Demonstrated ability to lead cross-functional teams drive digital transformation and deliver measurable business outcomes.
Preferred qualifications capabilities and skills
- Experienced leader in enterprise-scale IVR and self-service automation programs with a focus on outbound containment and AI orchestration.
- Skilled in managing complex portfolios involving AI agents task-based orchestration and intelligent routing logic.
- Advanced in voice and digital analytics AI-driven personalization real-time decisioning and proactive service delivery.
Required Experience:
Director
Employment Type
Full-Time
