Senior Director, AI Customer Engagement Platforms Engineering

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking a skilled and accomplished Senior Director, AI Customer Engagement Platforms Engineering that has shipped multiple high quality contact center applications to lead our growing software engineering team for sales, care and support services. Reporting to the SVP, Product Development, the Senior Director is responsible for delivering state of the art experiences for our customers and employees that are low latency and highly available. The Senior Director will recruit, lead, and mentor software engineers that develop multiple applications using iterative and empirical approaches. They will collaborate with product management, design, and contact center operations to systematically define and deliver human centric products that make Optimum a trusted service provider.
The role is pivotal in ensuring our employees and customers are delivered experiences that meet their needs and wants, while driving returns on investments. The Senior Director will level up our engineering strategy and operations by applying rigorous architecture, software design, documentation, automation and quality assurance principles ultimately being measured by their end users' satisfaction.
Responsibilities

• Leads, mentors, and scales the contact center engineering team as well as championing a strong devops culture.
• Delivers applications that achieve 5-star ratings from their users.
• Employs the art and science of software engineering to be a leader in establishing product vision and strategy.
• Develops and implements comprehensive processes that increases delivery velocity without compromising quality across multiple teams.
• Guides the adoption of new data formats, data stores, and patterns for performance and data locality, consulting regularly across teams for input / feedback.
• Defines and models practices and culture that values and encourages cross-functional collaboration.
• Defines and implements cross-org monitoring and response policies.
• Regularly interacts with end users (customers / employees) to understand their needs / wants.
• Connects multiple data hypothesis together to establish a larger narrative supported through data.
• Transforms ideas into elegant and simple architectures and software designs within budget and technology constraints.
• Anticipates the delta in effort between solutions with functional partners.
• Coaches others on best practices for architecture, software design, coding, and documentation.
• Ensures regulatory and corporate policy compliance, consistently employing privacy / security by design
• Advocates for the importance of continuous, rapid testing and learning.
• Consistently helps teams overcome obstacles and complete work.
• Delivers and operates software that achieves successful outcomes consistently.
• Defines career paths to help the team identify opportunities for growth and achieve their goals.
• Partners regularly with senior leadership stakeholders.

Qualifications

• Degree in Computer Science, Engineering or related field; or 10 years of software product development with increasing leadership experience
• Master's degree preferred
• Exhibits natural and intuitive stakeholder and user empathy
• Proven track record delivering chat, chatbot, voice user interface, workforce management and other contact center technologies required. AI-powered solutions preferred
• Experience automating contact center operations to reduce costs while exceeding customer expectations
• Financial acumen to understand and articulate the company's profits and losses, contributing as a leader in ROI and budget analysis
• Demonstrated data literacy in support of engineering delivery and operations decisions
• Deep architecture design experience, consulting teammates on specific difficult areas of the design and setting up new projects for architectural success
• Demonstrated understanding of technical debt as a long-term budgeting and risk management tool, articulating when to incur more and when to pay it down
• Expertise with popular frontend and services programming languages across a range of device types, databases, devops automation, and workflow tools
• Demonstrated commitment to ongoing learning and professional development in the field of product development
• Exceptional customer communication, leadership, and interpersonal skills. Ability to make informed decisions under pressure and effectively manage engineering deliveries in support of an exceptional customer experience
• Demonstrated ability to drive process improvements and optimize operational efficiency
• Project management skills and the ability to oversee multiple initiatives concurrently

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00 - $230,265.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty