Director, Cross Segment Platform Engineering

Humana•Frisco, TX

2d•$172,200 - $236,900

About The Position

The Director, Cross-Segment Platform Engineering provides strategic, engineering, and delivery leadership for enterprise platforms that enable critical business capabilities across multiple segments and functions. The role has significant responsibility for Salesforce and MuleSoft, establishing platform strategy and engineering practices while driving large-scale technology delivery aligned with measurable business outcomes. The Director partners with business and technology leaders across Customer Service, Provider Services, Operations, Digital, Data & Analytics, and Enterprise Technology to translate priorities into scalable technology capabilities. The role is accountable for business value realization, customer and provider experience, operational efficiency, platform reliability, speed to market, risk reduction, and strategic outcomes. It oversees internal engineering teams and strategic partners, balancing investment across transformation, new capabilities, modernization, regulatory commitments, technical debt, security, and operational stability. The role leads Salesforce CRM and contact center technology strategy and execution, including Service Cloud, Experience Cloud, Salesforce Platform, Agentforce, Einstein AI, automation, and customer engagement capabilities. It also provides strategic leadership for MuleSoft and enterprise API and integration capabilities. The Director establishes architecture standards, engineering frameworks, reusable capabilities, governance, release practices, and multi-year roadmaps; leads Agile engineering and delivery teams; and manages large-scale programs, budgets, vendors, and operational risk. The Director is responsible for Salesforce-powered contact center solutions supporting insurance member service, provider services, claims support, prior authorization, care management, and customer support. The role oversees integrations with telephony and CCaaS platforms, IVR, workforce management, knowledge management, enterprise data platforms, and clinical and claims systems. It also advances AI, automation, analytics, cybersecurity, privacy, identity management, resiliency, regulatory compliance, and platform cost optimization. The Director builds and develops a high-performing engineering and delivery organization.

Requirements

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
12+ years of technology leadership experience with progressive responsibility in enterprise applications and platform engineering.
10+ years leading Salesforce engineering, CRM platforms, or customer service technology organizations.
Experience leading large engineering teams supporting mission-critical customer service operations.
Deep expertise with Salesforce Service Cloud, Salesforce Platform, Experience Cloud, Apex, Lightning Framework, APIs and integration technologies, and DevOps and CI/CD practices.
Experience implementing and operating enterprise contact center solutions.
Strong understanding of Agile, product-centric delivery, and engineering excellence practices.
Proven experience managing multimillion-dollar technology programs and budgets.

Nice To Haves

Insurance, healthcare, managed care, or provider services industry experience.
Salesforce Certified Application Architect, System Architect, or Technical Architect certification.
Experience supporting enterprise call center environments with thousands of agents, omni-channel customer engagement, workforce optimization, and contact center technology platforms.
Experience with Salesforce Agentforce, Einstein AI, CSaaS platforms such as Genesys Cloud, MuleSoft, ServiceNow, Azure Cloud, observability solutions, Copado and Checkmarx or similar DevSecOps solutions, and Commvault, Splunk, or Dynatrace for environment management and observability.
Experience coordinating enterprise system test data management and Salesforce release management testing.
Knowledge of healthcare and insurance business processes, including claims, provider management, prior authorization, and member services.
Experience leading enterprise-scale digital transformation initiatives.
Master's degree in STEM.

Responsibilities

Partner with senior business and technology leaders to translate strategies into platform capabilities, investment priorities, and executable roadmaps.
Establish and execute strategy for Salesforce, MuleSoft, CRM, integration, contact center, and related cross-segment technology capabilities.
Maintain multi-year platform roadmaps aligned with business growth, customer and provider experience, operational efficiency, modernization, security, and regulatory objectives.
Define measures connecting technology investments to business outcomes, adoption, productivity, experience improvement, operational performance, and value realization.
Influence across organizational boundaries to align stakeholders, simplify solutions, and maximize reuse of enterprise capabilities.
Own engineering strategy and execution for Salesforce Service Cloud, Experience Cloud, Salesforce Platform, Agentforce, Einstein AI, automation, and related customer engagement capabilities.
Establish Salesforce architecture standards, engineering frameworks, development practices, reusable capabilities, release governance, and platform guardrails.
Modernize and optimize platforms to improve scalability, resiliency, maintainability, developer productivity, and business agility.
Enable integrated CRM and digital experiences for customers, members, providers, brokers, and associates; improve agent experiences through workflow simplification, automation, AI-assisted servicing, self-service, and data-driven engagement.
Provide strategic and engineering leadership for MuleSoft and enterprise API and integration capabilities.
Establish API-led integration patterns, engineering standards, governance, reusable services, and lifecycle management practices.
Partner with architecture, data, cloud, security, and application teams to simplify integration patterns and reduce point-to-point complexity.
Ensure mission-critical integrations are secure, resilient, observable, scalable, and operationally supportable, and establish modernization roadmaps for integration technical debt, legacy dependencies, platform currency, and resiliency.
Lead multiple Agile teams of Salesforce and MuleSoft developers, platform engineers, solution architects, QA engineers, release managers, administrators, Scrum Masters, and Product Owners.
Establish engineering excellence practices including CI/CD, DevOps, automated testing, observability, and release governance.
Manage end-to-end delivery of large-scale technology programs and transformational initiatives, ensuring predictable, high-quality delivery through planning, risk management, and stakeholder engagement.
Drive continuous improvement and operational excellence across engineering teams.
Partner with Business, Finance, and executive leadership on forecasting, investment planning, vendor negotiations, and cost optimization.
Own delivery and operation of Salesforce-powered contact center solutions supporting member service centers, provider service centers, claims support operations, prior authorization support, care management, and customer support teams.
Oversee integrations with telephony and CCaaS platforms, IVR systems, workforce management, knowledge management, enterprise data platforms, and clinical and claims systems.
Leverage Salesforce Einstein, Agentforce, AI-powered service capabilities, and AI code generation technologies to improve customer service effectiveness.
Partner with data and analytics teams to deliver actionable insights and performance reporting; promote intelligent case management, workflow automation, and data-driven decision making.
Ensure platform architecture meets enterprise standards for cybersecurity, data protection, privacy, identity management, resiliency, and regulatory compliance.
Establish governance practices supporting healthcare and insurance regulatory requirements and compliance with applicable security, privacy, and audit standards.
Manage platform availability, incident response, disaster recovery, and operational risk mitigation.
Oversee vendor management, licensing strategy, and platform cost optimization.
Build, mentor, and develop a high-performing engineering and delivery organization; foster innovation, accountability, collaboration, and continuous learning.
Lead workforce planning, talent acquisition, succession planning, leadership development, and performance management aligned with organizational goals.