Director, Cross Segment Platform Engineering

Humana•Louisville, KY

19h

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 to 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 business priorities into scalable technology capabilities. Success is measured through business value realization, improved customer and provider experiences, operational efficiency, platform reliability, speed to market, risk reduction, and achievement of strategic business outcomes. The director oversees internal engineering teams and strategic partners, balancing investment across business transformation, new capability delivery, platform modernization, regulatory commitments, technical debt, security, and operational stability. The position leads Salesforce and MuleSoft engineering strategy and execution, enterprise CRM and integration capabilities, contact center solutions, and related data, AI, automation, governance, and compliance initiatives. It manages multiple Agile teams and large-scale technology programs, establishes engineering and architecture standards, and builds a high-performing engineering and delivery organization. The role partners with executive stakeholders on strategy, investment priorities, forecasting, vendor negotiations, cost optimization, and alignment of technology initiatives with business outcomes.

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 in 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, Commvault, Splunk, Dynatrace, enterprise system test data management coordination, and Salesforce release management testing.
Knowledge of healthcare and insurance processes, including claims, provider management, prior authorization, and member services.
Experience leading enterprise-scale digital transformation initiatives.
Strategic vision and execution, engineering excellence, customer-centric mindset, executive communication, organizational leadership, data-driven decision making, change leadership, innovation and continuous improvement, cross-functional collaboration, and talent development.
Master's degree in STEM.

Responsibilities

Partner with senior business and technology leaders to translate enterprise and segment strategies into platform capabilities, investment priorities, and executable roadmaps.
Establish and execute strategy for Salesforce, MuleSoft, CRM, integration, and related cross-segment technology capabilities; maintain multi-year roadmaps.
Define success measures that connect technology investments to business outcomes, adoption, productivity, experience improvement, operational performance, and value realization.
Influence across organizational boundaries to align stakeholders, simplify technology solutions, and maximize reuse of enterprise capabilities.
Own engineering strategy and execution for Salesforce capabilities, including Service Cloud, Experience Cloud, Salesforce Platform, Agentforce, Einstein AI, automation, and customer engagement solutions.
Establish Salesforce architecture standards, engineering frameworks, development practices, reusable capabilities, release governance, and platform guardrails.
Modernize and optimize Salesforce platforms to improve scalability, resiliency, maintainability, developer productivity, and business agility.
Enable customer, member, provider, broker, and associate experiences through integrated CRM and digital capabilities; optimize agent experiences using workflow simplification, automation, AI-assisted servicing, self-service, and data-driven engagement.
Provide strategic and engineering leadership for MuleSoft and enterprise API/integration capabilities.
Establish API-led integration patterns, engineering standards, governance, reusable services, and lifecycle management practices; reduce point-to-point complexity and drive reuse across segments.
Ensure mission-critical integrations are secure, resilient, observable, scalable, and operationally supportable; develop a modernization roadmap for 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 for large-scale technology programs and transformation initiatives; ensure 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.
Define and execute Salesforce CRM and contact center technology strategy; develop multi-year roadmaps for Salesforce service, experience, AI, automation, and customer engagement platforms.
Drive digital transformation initiatives and champion AI-driven service capabilities, intelligent automation, self-service solutions, and analytics.
Lead engineering teams responsible for Salesforce Service Cloud and related CRM platforms; establish architecture standards, governance models, development frameworks, and best practices.
Ensure scalable, secure, and resilient platform architecture and drive platform modernization and optimization.
Own delivery and operation of Salesforce-powered contact center solutions supporting insurance 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 solutions, knowledge management systems, enterprise data platforms, and clinical and claims systems.
Optimize contact center agent experiences through workflow automation, AI-assisted servicing, and intelligent routing.
Leverage Salesforce Einstein, Agentforce, AI-powered service capabilities, and AI code-generation technologies; partner with data and analytics teams on insights and performance reporting.
Promote intelligent case management and workflow automation; enable data-driven decisions through customer interaction analytics and operational metrics.
Ensure platform architecture meets cybersecurity, data protection, privacy, identity management, resiliency, and regulatory compliance standards while safeguarding sensitive information.
Establish platform governance for healthcare and insurance regulatory requirements; ensure 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.