Director, Software Engineering – Voice Self-Service

The Cigna Group

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About The Position

The Director of Software Engineering for Voice Self‑Service leads teams that build and support automated voice systems used across the company. These systems use AI to help people get answers and complete tasks by phone without needing a live agent.
This role is responsible for making sure voice systems are secure, reliable, and able to grow as demand increases. The Director works closely with product, technology, and business partners to update older phone systems and move them to modern, cloud‑based voice solutions. This role plays a key part in keeping systems stable, improving customer experience, and delivering results that support company goals.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience
• 8 or more years of software engineering experience, including at least 5 years leading managers or large teams
• Experience delivering large, customer‑facing technology platforms that must be highly available and reliable
• Strong understanding of modern software design, cloud technologies, APIs, AI, and distributed systems
• Proven ability to lead large teams and work effectively across different departments
• Experience managing complex projects and working with external vendors or partners
• Strong communication skills and comfort presenting to senior leaders

Nice To Haves

• Experience with voice technologies such as conversational AI, IVR systems, or digital self‑service tools
• Experience updating older systems and moving them to cloud-based or AI-enabled platforms
• Experience working in healthcare or other highly regulated industries
• Experience supporting systems that run 24/7 and handle high volumes of calls or transactions
• Experience working with global teams and strategic technology partners

Responsibilities

• Lead several software engineering teams, including people managers, senior engineers, and onshore and offshore team members
• Set the technical direction for AI‑powered voice systems, including automated phone menus (IVR), conversational AI, and system integrations
• Work closely with Product, Architecture, Security, and Operations teams to deliver reliable and secure voice platforms
• Guide the move from older voice and IVR systems to modern, cloud‑based, AI‑enabled solutions
• Ensure systems run smoothly by focusing on uptime, performance, issue resolution, and continuous improvement
• Set clear engineering standards for quality, security, monitoring, and safe development practices
• Manage large, long‑term projects that involve multiple teams, vendors, and business partners
• Develop strong leaders and teams by supporting growth, training, and future leadership planning
• Clearly communicate progress, risks, and needs to senior leaders and executives

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

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