Executive Engineering Lead

About the role

Accountable for the outcome of the technology mission and execution of the Contact Center Technology team, advising the Executive Product Manager on solutioning technology and advising on solution architecture. Executive Engineering Lead of the Help Tribe, which includes all contact center-related technology.

Responsibilities

• Own end-to-end application lifecycle – accountable for requirements, architecture, design, development, testing, deployment, and ongoing support of the Help Tribe, which is the contact center ecosystem.
• Drive technical strategy and roadmap – defines and executes the technology vision, ensuring alignment with business and product strategy.
• Lead delivery and engineering execution – accountable for squad/tribe delivery, ensuring outcomes are met and dependencies are effectively managed.
• Manage risk, controls, and compliance – ensures adherence to policies and standards while identifying and mitigating technology risks.
• Own architecture integrity and technical debt – maintains architecture documentation and drives reduction of technical debt to ensure scalable, sustainable solutions.

Requirements

• Collaborate with Executive Product Management to align engineering efforts with Contact Center Technology vision and business goals. Defines Platform and team level Objectives and Key Results (OKRs) that align to the US Consumer Bank Game Plan strategy.
• Lead the strategic modernization of Call Center technologies (including any migrations) and aligned to peripheral strategic platform modernization efforts in support of the US growth agenda.
• Solicit feedback from key stakeholders and influence the design of future platform iterations.
• Lead the Global Cards processing platform strategy and work with Global functions to ensure alignment and support.
• Oversee the design and implementation of engineering solutions, accountable for platform solution architecture, dependency management and engineering execution excellence.
• Define and execute on the strategy by engaging strategic vendors and partners (Technical Account Managers, Professional services consultants and consulting/managed services partners).
• Identify operational risk and control areas, conduct risk review to determine root causes, identify issues and monitor remedial actions that mitigate risk.
• Develop and manage strong relationships and partnerships with internal and external departments to build, drive and formalize strategic projects.
• Proactively anticipate customer needs, investigate underlying issues and create short and long-term solutions.

Skills

• Experience in financial services, FinTech or relevant experience in software development and technology.
• Working with consumer banking/cards core processing technologies.
• Agile Mindset, Enterprise Agile Delivery and Development experience.
• Experience in product development and platform modernization, in a customer-driven role.
• Ability to develop a forward-looking engineering vision and roadmap aligned to strategic business outcomes.
• Experience with building and managing globally dispersed, cross-functional teams to drive change and facilitate decision making in a complex operating environment.
• Experience in influencing a wide network of colleagues across functions and teams.