Director of Software Engineering - Self-Service and IVR Platforms

s agentic flows-from 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.

ABOUT US

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.