Job Summary
Lead the design, build, and delivery of a scalable Customer Experience Platform by directing architecture, engineering, and multiple development teams to enable seamless digital and assisted customer journeys.
Responsibilities
- Lead architecture, engineering, and delivery of a large-scale Customer Experience Platform to support customer journeys across digital and assisted channels
- Build and manage high-performing application development teams across multiple engineering disciplines to achieve delivery goals
- Define and own application development strategy, engineering standards, delivery governance, and technical quality to ensure platform resilience and security
- Drive development of APIs, microservices, integration services, and customer-facing applications to enable seamless omnichannel experiences
- Integrate enterprise platforms including CRM, billing, identity, payments, data, marketing, and contact center systems to support unified customer journeys
- Collaborate with Enterprise Architects to define and implement target-state platform architecture aligned with business strategy
- Establish and enforce modern DevSecOps, CI/CD pipelines, automated testing, and software engineering best practices to accelerate delivery velocity and quality
- Lead cloud-native application development and platform modernization initiatives to improve scalability, availability, performance, and security
- Manage technology vendors and system integration partners to ensure timely and quality delivery across multiple programs and workstreams
- Recruit, develop, and coach senior engineering leaders, architects, and development teams to build organizational capability
- Partner with senior business stakeholders to prioritize investments and delivery based on strategic objectives
- Introduce and monitor engineering metrics covering delivery velocity, quality, reliability, and platform performance to drive continuous improvement
Preferred competencies and qualifications
- Experience leading large-scale application development organizations and transforming Customer Experience, Digital Experience, or Customer Engagement platforms
- Strong background in enterprise application architecture and software engineering for high-volume, highly available customer-facing platforms
- Knowledge of modern application architectures including microservices, APIs and API management, event-driven architecture, cloud-native development, Kubernetes, containerization, DevSecOps, CI/CD, and integration platforms
- Experience integrating complex enterprise environments such as CRM, billing, customer data, identity, payments, and contact center platforms
- Strong stakeholder management skills with ability to engage effectively at senior executive and C-level
- Background in telecommunications, banking, insurance, airlines, travel, e-commerce, digital marketplaces, utilities, or other high-volume consumer businesses is advantageous
- Familiarity with platforms such as Salesforce, Adobe Experience Cloud, Pega, Genesys, AWS, Azure, or Google Cloud is a plus
