Director - Customer Engineering

We are seeking a Director, Customer Engineering to lead AI strategy, customer delivery, and engineering excellence across Customer Engineering. This role combines leadership of AI-driven customer engagements with leadership across US and global engineering teams. 

• Lead AI adoption and customer AI engagements that deliver measurable business value.
• Serve as the technical lead for customer AI engagements, providing architecture and delivery guidance.
• Identify customer AI use cases that improve engineering productivity and operational efficiency.
• Act as the final US escalation point for major customer issues and production outages.
• Lead incident response, coordinate cross-functional teams, and drive timely resolution of critical issues.
• Mentor Delivery Leads and engineering teams on AI technologies and engineering best practices.
• Establish engineering standards, best practices, and delivery governance across Customer Engineering.
• Build trusted relationships with customers and executive stakeholders while ensuring delivery excellence.

• 10+ years of software engineering, Cloud, or DevOps experience with at least 5 years in leadership roles.
• Experience leading enterprise AI, Cloud, or digital transformation initiatives.
• Strong knowledge of Generative AI, Agentic AI, LLMs, RAG, and AI orchestration frameworks.
• Experience leading customer engagements, incident management, and engineering governance.
• Experience with AWS, modern cloud-native architectures, CI/CD and Kubernetes.
• Proven ability to mentor technical leaders and drive engineering excellence.

Preferred Skills and Qualifications

• Master’s degree in computer science, Engineering, or a related field.
• Experience in insurance, financial services, or SaaS organizations.
• AWS and AI/ML certifications.
• Experience leading globally distributed engineering teams.

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