AVP Agent Assist

Humana • Louisville, KY

2d

About The Position

The AVP, Software Engineering for Agent Assist Solutions leads engineering strategy and execution for the Agent Assist suite, a flagship AI product focused on transforming customer engagement in healthcare. This leader owns all aspects of engineering for Agent Assist, driving delivery and innovation within a matrixed, cross-functional team. This role is critical in delivering a transformative customer experience for healthcare, ensuring competitive advantage in an AI-first marketplace. The successful candidate will not only deliver a flagship product but also shape the foundation for responsible, enterprise-scale AI adoption.

Requirements

• 10+ years in software engineering, including 5+ years in senior technical leadership.
• Demonstrated success delivering AI-driven platforms in production, ideally within healthcare.
• Deep experience with GCP, Python, and AI/ML tools (Vertex AI, Gemini, CES).
• Strong leadership, communication, and stakeholder management skills.
• Understanding of healthcare compliance frameworks and ethical AI practices.
• Bachelor's degree.
• 10 or more years of technical experience.
• 8 or more years of management experience.
• Broad understanding of Information Technology solutions including technologies, platforms, applications and capabilities.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Nice To Haves

• Master's Degree
• 3 or more years of IT Management experience

Responsibilities

• Develop and execute the technical roadmap for Agent Assist, ensuring robust, scalable, and secure solutions.
• Architect and deliver production-grade AI features leveraging GCP, Python, Vertex AI, Gemini, and CES.
• Partner with AI Platform team, Product, UX, and Data Science as a technical stakeholder in roadmap and prioritization.
• Lead 4–6 dedicated engineering teams (6–10 members each, mix of associates and contractors).
• Manage engineering budgets, resource allocation, and operational excellence.
• Ensure all solutions meet HIPAA, SOC2, and SOX compliance requirements.
• Champion responsible and ethical AI practices, embedding these principles into development workflows.
• Drive matrixed collaboration with product, UX, data science, and operations, aligning efforts to deliver cohesive solutions.
• Effectively communicate engineering strategy and progress to executive leadership and stakeholders.
• Shape architectural standards across the organization, ensuring interoperability, scalability, and resilience for AI-driven solutions.
• Drive cultural and process transformation across matrixed teams.
• Negotiate and manage strategic partnerships with cloud providers, AI vendors, and integrators.
• Deploy Agent Assist to production, achieving reductions in Average Handle Time (AHT), minimizing callbacks, and expanding adoption across voice and online channels.
• Deliver innovative features beyond baseline to differentiate offerings and unlock new value.
• Influence enterprise-wide AI governance, advocating for responsible adoption and best practices.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• Short-term disability
• Long-term disability
• Life insurance
• Bonus incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Director