Director of Software Engineering - Self-Service and IVR Platforms

If you are a software engineering leader ready to take the reins and drive impact, we've got an opportunity just for you.

As a Director of Software Engineering at JPMorgan Chase within the Consumer and Community Banking - Operations Technology team, you lead a technical area and drive impact within teams, technologies, and projects across departments.

Utilize your in-depth knowledge of software, applications, technical processes, and product management to drive multiple complex projects and initiatives, while serving as a primary decision maker for your teams and be a driver of innovation and solution delivery.

Job responsibilities


* Defines and execute the technology strategy for self-service, IVR, and agentic AI, aligned with customer experience goals and contact center transformation initiatives.


* Leads end-to-end implementation of IVR, voicebot, and autonomous 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 understand...