Senior Director, Software Engineering
Collective Health · San Francisco, CA | Lehi, UT | Plano, TX
About this role
**Collective Health — Senior Director, Software Engineering** At Collective Health, we’re transforming how employers and their people engage with their health benefits by integrating cutting-edge technology, compassionate service, and world-class user experience design. ## Role Overview Collective Health is transforming healthcare for millions who use our platform to understand, navigate, and pay for care. The **Member Experience Engineering** team builds every interface a member or Member Advocate interacts with—our **web and mobile apps**, plus the **tools and AI** powering our contact center. We’re hiring a **Senior Director of Member Experience Engineering** to lead engineering strategy and execution across three connected domains: - **Member digital experience** — member web portal and mobile apps (care navigation, secure messaging, benefits & claims views, and notification systems) - **Member Advocate tooling** — internal applications advocates use to serve members, plus platforms that make advocates faster and more accurate - **Contact center experience (biggest opportunity)** — AI, automation, and platform work that reduces call volume, deflects and resolves inquiries earlier, and improves every advocate interaction (including **CCaaS**, **Agent Assist**, virtual assistants, IVR automation, and conversational analytics) **Main focus:** using **AI to lower the cost and raise the quality of member support**—deflecting avoidable contacts, enabling self-service resolution, and giving advocates real-time, accurate answers when a human is needed. ## What you’ll do - **Set the strategy** for member experience engineering across web, mobile, advocate tooling, and the contact center—translate it into a roadmap tied to measurable outcomes (cost-to-serve, contact reduction, member & advocate satisfaction) - **Lead the AI agenda for the contact center** (Agent Assist, Smart Search, virtual assistants, IVR automation, contact-deflection)—drive real, defensible reductions in call demand and average handle time - **Own the call-center technology platform**, including **CCaaS migration** and integrations connecting telephony, chat, and digital channels into one member journey - **Own conversational and contact analytics** (topic tagging, quality monitoring at scale, reporting that identifies what members are calling about and which contacts can be prevented)—ensure it steers the roadmap - **Deliver the member-facing digital experience** on web and mobile, meeting client and regulatory commitments (access controls, dependent access, SSO, privacy) on committed timelines - **Own the advocate tooling suite**—internal applications that determine how efficiently and accurately advocates serve members - **Partner deeply** with Customer Experience, Product, and Design to build quality products for members and member advocates - **Build and grow the team**—hire, mentor, and develop engineering managers and senior engineers; set the bar for technical quality, security, and reliability in a HIPAA-regulated, PHI-handling environment - **Report up and out**—communicate strategy, trade-offs, and results to executive leadership; represent engineering in cross-functional and client-facing forums ## To be successful in this role, you’ll need - **15+ years** in software engineering, including **5+ years leading engineering teams** (managing managers) - Proven ownership of **large-scale, member- or customer-facing web and mobile products** - **Contact cent
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