Senior Director, Engineering – Agentic AI, Service Applications

Responsibilities

• Lead the digital transformation of the Service Applications function
• Manage and upskill 4 teams totaling about 60 resources globally
• Develop and maintain strong, collaborative relationships with VPs and leaders across Call Center teams
• Oversee the architecture and governance of the Salesforce platform
• Define and enforce modern SDLC practices, including robust testing for AI model performance

Requirements

• 10+ years in technical leadership with a focus on enterprise applications
• Proven experience or specialized training in HR/Service Technology transformation
• Prefer 5+ years of direct experience with the Salesforce platform (Service Cloud)
• Expert-level analytical skills with the ability to leverage predictive analytics
• Relevant technical certifications or leadership credentials (e.g., Lean Six Sigma, Salesforce Architect)

Hard Skills

• Salesforce
• Service Cloud
• predictive analytics
• SDLC practices
• AI model performance testing

Soft Skills

• leadership
• collaboration
• relationship management
• analytical skills

Certifications & Qualifications

• Lean Six Sigma
• Salesforce Architect

Industry Keywords

• digital transformation
• enterprise applications
• HR/Service Technology transformation

Tools & Technologies

• Service Applications
• Call Center systems