Note: The job is a remote job and is open to candidates in USA. WEX is hiring a Senior Director of Engineering to lead the strategy and transformation of its service applications with Agentic AI, machine learning, and advanced analytics. The role oversees AI engineering, Salesforce and AI platform governance, modern software delivery practices, and the development of globally distributed teams supporting service organizations.
Responsibilities
- AI Strategy & Evolution: Lead the digital transformation of the Service Applications function, identifying and implementing Agentic AI-driven tools for predictive customer support and automated service leveling
- Stakeholder Management: Develop and maintain strong, collaborative relationships with VPs and leaders across Call Center teams to understand their strategic objectives
- Innovation & "Nudge" Technology: Integrate AI-driven "nudge" technology and autonomous agents to help service representatives optimize customer interactions and benefit selections
- Executive Support: Prepare board-level materials and narratives for the General Managers and executive leadership regarding the future state of AI-driven service
- Agentic AI Engineering: Bring technical rigor to the design and deployment of autonomous agents and LLM-based tools for policy drafting, data analysis, and real-time call center support
- Platform Governance: Oversee the architecture and governance of the Salesforce platform and AI-specific platforms, ensuring scalability and adherence to federal banking and security regulations
- Modernized SDLC: Define and enforce modern SDLC practices, including robust testing for AI model performance, CI/CD, and automated testing of Agentic workflows
- Data-Driven Insights: Partner with analytics teams to use AI to forecast service trends and simulate the long-term impact of architectural changes
- Upskilling for the Future: Manage and upskill 4 teams totaling about 60 resources globally, fostering a culture of digital literacy and continuous learning in AI technologies
- X-Functional Collaboration: Partner with TA, HRBPs, and Engineering managers to develop strategies that support talent retention and business goals
- Execution & Impact: Manage both short- and long-term initiatives in a fast-paced environment to meet critical business objectives
Skills
- 10+ years in technical leadership with a focus on enterprise applications, preferably in a global/multinational environment
- Proven experience or specialized training in HR/Service Technology transformation, including navigating the "AI for Service" landscape (e.g., LLMs, predictive analytics)
- 5+ years of direct experience with the Salesforce platform (Service Cloud) and proficiency in advanced HCM/CRM systems
- Expert-level analytical skills with the ability to leverage predictive analytics to inform decision-making
- Ability to align resources, meet aggressive deadlines, and drive projects to completion that result in positive organizational impact
- Preferably in a global/multinational environment
- Relevant technical certifications or leadership credentials (e.g., Lean Six Sigma, Salesforce Architect)
- Track record of developing and executing innovative strategies that drive business results and customer well-being
- Proficiency in AI-specific platforms and proprietary AI modeling tools
Benefits
- Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan.
- Health, dental and vision insurances
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
Company Overview
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