AVP Agent Assist

Humana • Louisville, KY

1d

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. Key responsibilities include developing and executing the technical roadmap, architecting and delivering production-grade AI features leveraging GCP, Python, Vertex AI, Gemini, and CES, and partnering with AI Platform, Product, UX, and Data Science teams. The role involves operational oversight of 4–6 dedicated engineering teams, managing engineering budgets, resource allocation, and ensuring compliance with HIPAA, SOC2, and SOX requirements. The AVP will champion responsible and ethical AI practices, drive matrixed collaboration, influence enterprise architecture, lead change management, and manage strategic partnerships. The strategic impact of this role includes deploying Agent Assist to production, achieving reductions in Average Handle Time (AHT), minimizing callbacks, expanding adoption across voice and online channels, and influencing enterprise-wide AI governance. This position is critical for delivering a transformative customer experience in healthcare and shaping 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.
• Experience negotiating and managing 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: Senior
• Number of Employees: 5,001-10,000 employees