Senior Director, Member Experience & AI Engineering

Collective Health; Lehi (UT); Hybrid; USD 214,000 - 268,000; Full time

Benefits offered by this job

Stock options

Health insurance

401k

Paid time off

Job summary

Collective Health is recruiting a Senior Director of Member Experience Engineering to lead a multi-domain engineering effort—member digital experiences, advocate tooling, and the contact center. You will set strategy, drive AI initiatives, and own the CCaaS platform and analytics.

You will build and scale a team of engineers, partner with product/design, ensure HIPAA compliance, and deliver impactful improvements to member and advocate experiences at scale.

Qualifications

• 15+ years in software engineering
• 5+ years leading engineering teams including managers
• Proven ownership of large-scale member-facing web/mobile products
• Experience with contact center technology and metrics (deflection, AHT, CSAT)
• Applied AI/ML to reduce support demand and manage hallucination risk

Responsibilities

• Set strategy for member experience engineering across web, mobile, advocate tooling, and contact center.
• Drive AI roadmap for Agent Assist, Smart Search, virtual assistants, IVR, and deflection features.
• Own CCaaS migration and integrations connecting telephony, chat, and digital channels.
• Own conversational and contact analytics to inform the roadmap.
• Deliver member-facing digital experiences on web and mobile with regulatory commitments.
• Own the advocate tooling suite and internal applications.
• Partner with Customer Experience, Product and Design teams to build quality products.
• Build and grow the team, mentoring managers and engineers in a HIPAA environment.
• Report strategy, trade-offs, and results to executives.

Skills

Large-scale systems ownership

Web and mobile product ownership

Contact center/CCaaS tech

Applied AI/ML fluency

Cross-functional leadership

HIPAA/regulatory awareness

Tools

CCaaS platforms

Telephony/IVR

Agent Assist tooling

Job description

Collective Health is recruiting a Senior Director of Member Experience Engineering to lead a multi-domain engineering effort—member digital experiences, advocate tooling, and the contact center. You will set strategy, drive AI initiatives, and own the CCaaS platform and analytics.

You will build and scale a team of engineers, partner with product/design, ensure HIPAA compliance, and deliver impactful improvements to member and advocate experiences at scale.