Dir Software Engineering - AI Assisted Services

Citizens Financial Group • Johnston, RI

5d • Onsite

About The Position

The Director of Engineering for Assisted Services will lead the engineering strategy, architecture, and delivery of platforms that power human-assisted customer interactions across the bank—including contact center tooling, advisor/agent workflows, servicing orchestration, customer communication flows, and intelligent automation. This leader will unify fragmented servicing platforms, modernize legacy components, and accelerate our transition to an event ‑ driven, API ‑ first, and increasingly AI ‑ assisted servicing ecosystem . The Director will oversee engineering teams building next ‑ generation capabilities such as AI ‑ guided agent experiences, intelligent case routing, natural ‑ language search, automated summarization, and contextual recommendations—all designed to elevate both the colleague and customer experience. The role requires deep engineering leadership, strong architectural discipline, operational excellence, and hands-on experience designing or integrating AI ‑ powered applications into complex servicing environments.

Requirements

• 12+ years of hands ‑ on software engineering experience building large ‑ scale, customer-facing systems.
• 10+ years leading engineering teams in complex, multi ‑ platform environments.
• Proven experience delivering or integrating AI ‑ powered applications , such as agent ‑ assist tools, conversational AI, ML-driven analytics, or intelligent process automation.
• Expertise in modern engineering practices, including Agile/Scrum, DevOps, CI/CD, release management, and API-led development.
• Strong proficiency in multiple languages (e.g., Java, Python, JavaScript/React, Go, C#) and experience with cloud platforms (AWS/Azure/GCP).
• Deep knowledge of distributed systems, event ‑ driven design, and high ‑ availability architectures.
• Excellent communication skills, capable of influencing senior stakeholders across business and technology.
• Bachelor’s degree in Computer Science, Engineering, or similar technical discipline.

Nice To Haves

• Experience in financial services, especially in servicing platforms, contact centers, CRM, case management, identity, or authentication.
• Background deploying or scaling AI/ML solutions (NLP, classification models, vector search, LLM ‑ based applications).
• Familiarity with responsible ‑ AI frameworks, model governance, and regulatory considerations in a financial services context.
• Ability to navigate complex organizational structures and drive alignment across multiple senior leaders.
• Master’s degree in Software Engineering, Computer Science, AI/ML, or related field.

Responsibilities

• Lead, inspire, and develop high ‑ performing engineering teams, fostering a culture of innovation, ownership, and engineering excellence.
• Define the technical strategy for Assisted Services across servicing platforms, omni ‑ channel agent tools, workflow engines, and customer interaction systems.
• Drive the adoption of AI ‑ assisted servicing capabilities , including conversational AI, machine learning–based recommendations, agent assist tooling, and automated knowledge retrieval.
• Shape and implement an architectural vision that unifies assisted and self ‑ service experiences into a cohesive, modern servicing ecosystem.
• Partner with Product, Operations, Risk, Enterprise Architecture, and Data Science to ensure AI solutions are aligned with customer needs, responsible ‑ AI standards, and regulatory requirements.
• Oversee delivery of core servicing capabilities including call center tooling, unified agent desktops, case management, workflow automation, and system integrations.
• Lead engineering efforts to build and deploy AI-driven enhancements such as: Real ‑ time agent assist (summaries, recommendations, prompts) Predictive servicing and intelligent routing Contextual data retrieval and knowledge search NLP ‑ powered insights to shorten handle times and improve accuracy
• Ensure teams have clear requirements, technical specifications, and a strong delivery operating model to meet timelines and quality expectations.
• Implement robust engineering processes, tooling, and CI/CD pipelines that support rapid iteration and frequent releases.
• Embed secure-by-design, privacy, and responsible ‑ AI practices across all servicing applications.
• Ensure AI models and features adhere to ethical, compliance, and regulatory guidelines—including transparency, explainability, and model ‑ risk controls.
• Strengthen platform reliability and performance through observability tooling, automated quality checks, and proactive monitoring.
• Collaborate with Data Science and AI teams to operationalize models into production systems, including inference pipelines, model monitoring, and lifecycle management.
• Partner with Operations to understand agent workflows, reduce friction, and identify where AI can drive meaningful improvements in efficiency and consistency.
• Engage with Fraud, Identity, Security, and Compliance teams to ensure AI ‑ assisted solutions uphold trust and customer protection.

Benefits

• We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.
• Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States.

What This Job Offers

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