Engineering Customer Service Manager

Fico; India; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive compensation

Work/life balance

Professional development opportunities

Job summary

Fico is looking for a senior technical lead to design scalable solution architectures for complex business objectives in India. The ideal candidate will demonstrate extensive experience in customer-facing roles and the ability to build trusted relationships, acting as a cross-functional leader.

The position emphasizes a proactive approach to learning, excellent communication, and taking accountability for incidents. Competitive benefits and a culture of inclusion await you at Fico.

Qualifications

• Extensive experience in a senior technical customer-facing role.
• Proven ability to design scalable and resilient solution architectures.
• Track record of building trusted advisor relationships with stakeholders.
• Strong diagnostic and systems-thinking skills.
• Excellent communication skills and a proactive approach.

Responsibilities

• Lead end-to-end engagements designing scalable solution architectures.
• Define and enforce measurable KPIs across multiple dimensions.
• Own the architecture and operational strategy for complex customer programs.
• Build relationships with Director and VP-level stakeholders.
• Lead initiatives to improve organizational readiness for complex deployments.
• Serve as the senior technical point of accountability for high-impact incidents.

Skills

Technical customer-facing experience

Solution architecture design

Building trusted advisor relationships

Strong diagnostic skills

Excellent communication skills

Job description

Responsibilities

• Lead end‑to‑end engagements designing scalable solution architectures and operating models for complex business objectives such as fraud mitigation, credit decisioning, and customer lifecycle optimization.
• Define and enforce measurable KPIs across availability, performance, model accuracy, cost, and business impact while anticipating and mitigating risks such as resiliency gaps, model drift, data dependencies, and regulatory constraints.
• Own the architecture and operational strategy for complex customer programs, serving as a cross‑functional leader who aligns various departments around unified customer outcomes.
• Build relationships with Director and VP‑level stakeholders, develop repeatable patterns and reference architectures, and act as the voice of the customer by synthesizing feedback into clear requirements for Product and Engineering.
• Lead initiatives to improve organizational readiness for complex deployments, create technical content, represent FICO at events, and educate stakeholders on emerging trends.
• Serve as the senior technical point of accountability for high‑impact incidents, manage escalations and incident response, and mentor and contribute to talent development.

Qualifications

• Extensive experience in a senior technical customer‑facing role.
• Proven ability to design scalable and resilient solution architectures.
• Track record of building trusted advisor relationships with stakeholders.
• Strong diagnostic and systems‑thinking skills, excellent communication skills, and a proactive, self‑motivated approach to learning.

Benefits

Competitive compensation, benefits, and rewards programs. Work/life balance and a people‑first environment that promotes interaction among employees and professional development.

FICO prides itself on promoting a culture of inclusion and equal employment opportunities for all candidates, regardless of race, color, religion, gender, age, or other factors. Your unique strengths and experiences will be valued, and you will have the freedom to develop your skills and grow your career at FICO.

Company Overview

Join FICO and be part of a leading organization in Big Data analytics, where you can contribute to helping businesses make better decisions using advanced technologies like artificial intelligence and machine learning.