Conversational AI & Language Engineering Lead

Job Description:

At Bank of America we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients teammates communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace attracting and developing exceptional talent supporting our teammates physical emotional and financial wellness recognizing and rewarding performance and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America you can build a successful career with opportunities to learn grow and make an impact. Join us!

Conversational AI & Language Engineering Lead

This job is responsible for defining and leading the engineering approach for complex features to deliver significant business outcomes. Key responsibilities of the job include delivering complex features and technology enabling development efficiencies providing technical thought leadership based on conducting multiple software implementations and applying both depth and breadth in a number of technical competencies. Additionally this job is accountable for end-to-end solution design and delivery.

Job Description:

The Conversational AI & Language Engineering role is a senior leadership position responsible for setting the technical vision managing teams and ensuring the long-term health and performance of the machine learning capabilities powering Bank of Americas employee facing Virtual Assistant.

This role is leadership first: accountable for strategy governance prioritization and outcomes across natural language understanding (NLU) speech recognition and LLM based capabilities.

Additionally this job is accountable for end-to-end solution design and delivery.

Key Responsibilities

Technology Leadership & Ownership

• Own the endtoend technical strategy for language engineering NLU and conversational AI across web mobile and voice channels.

• Define and evolve the intent portfolio and domain coverage (e.g. technology human resources) ensuring alignment between conversation design business needs and ML capabilities.

• Establish standards and best practices for model quality evaluation telemetry and lifecycle management.

• Provide seniorlevel technical oversight for model design training approaches performance tradeoffs and production readiness.

• Serve as the accountable owner for model governance including current and future registered models.

• Help transition a mature deterministic solution with over 650 capabilities to leverage Generative and Agentic AI.

Strategy Roadmap & Stakeholder Partnership

• Define the conversational AI roadmap integrating traditional NLU techniques with LLM and GenAI capabilities where appropriate.

• Partner with product owners UX researchers data scientists and engineering leaders to shape the brain of the virtual assistant.

• Translate complex technical topics into clear executivelevel communication for stakeholders and leadership.

• Identify systemic gaps or underperforming areas through analytics and conversation monitoring and drive multiquarter improvement plans.

Required Skills & Experience

• Proven experience leading teams delivering conversational AI NLP or languagedriven ML solutions.

• Strong background in natural language processing intent classification and speech recognition with the ability to guide others rather than execute all work personally.

• Experience shaping and executing technical strategy across multiple domains and channels.

• Familiarity with LLMs and GenAI including their application limitations and governance considerations in enterprise environments.

• Working knowledge of Python ML workflows and evaluation techniques sufficient to provide technical leadership and oversight.

• Experience with Agile and DevOps operating models.

• Strong analytical thinking decisionmaking and executive communication skills.

Shift:

Hours Per Week:

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