Group Director, Software Engineering

Walmart•Sunnyvale, CA

11d•Onsite

About The Position

The Group Director, Software Engineering - Customer Care, is responsible for defining and scaling the technology platforms that power Walmart’s customer care services and capabilities. This leader sets the long-term engineering vision and platform strategy for conversational AI platform for customer care, including customer experiences, agent experiences, intelligent routing, knowledge management, customer insights, quality improvements, and process optimizations, all at enterprise scale. This role operates at the intersection of Generative AI, platform engineering, distributed systems, data platforms, and partner integrations. The Group Director creates clarity on technical priorities, architectural tradeoffs, and execution sequencing across a complex ecosystem while ensuring platform reliability, scalability, and extensibility. The role drives differentiated platform capability through GenAI native products, engineering excellence, data integration, measurement infrastructure, and closed-loop system design. The role drives significant impact through platform consolidation and unification.

Requirements

15+ years of experience in software engineering, with a proven track record of software architecture and design leadership.
5+ years leading highly technical teams successfully.
Strong background in designing and implementing large-scale, distributed, and highly available software systems.
Expertise in software architecture patterns, design principles, and best practices.
Proficiency in multiple programming languages and technology stacks.
Excellent leadership and communication skills, with the ability to inspire and mentor engineering teams.
Experience collaborating with cross-functional teams and driving technical initiatives from concept to delivery.
In-depth knowledge of emerging technologies and industry trends in the technology space.
Strong problem-solving abilities, with a focus on practical solutions that balance technical excellence with business needs.
Proven track record of driving innovation and technical excellence within a fast-paced and dynamic environment.
Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 8 years’ experience in software engineering or related area.
10 years’ experience in software engineering or related area.
5 years’ supervisory experience.

Nice To Haves

Master’s degree in computer science, computer engineering, computer information systems, software engineering, or related area and 6 years' experience in software engineering or related area
Knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
Knowledge of accessibility best practices

Responsibilities

Define the Customer Care technology platform and drive the creation and adoption of the single care platform and remove fragmented technology solutions across the enterprise.
Build customer care insight platform (Yellow Notepad) which converts customer contacts into actionable insights, delivers the insights to the right owners, and create a closed loop that drives defect reduction across the enterprise.
Automate customer care conversations with scalable, enterprise grade, GenAI systems to improve customer experience.
Optimize customer care agent experiences with scalable, enterprise grade, GenAI systems to reduce agent effort, improve efficiency and customer experience.
Build a scalable, enterprise grade, single-source-of-truth knowledge management system for customer care policies and processes.
Stabilize contact routing, build intelligent, differentiated contact routing abilities to deliver personalized customer service experiences.
Partner with cross functional teams to improve fraud detection and remove human effort needed for fraud reviews.
Improve quality management, labor planning for care operations.