Software Development Director

Oracle's Enterprise Engineering Gen AI Services team is seeking an experienced Director of Software Engineering to lead the development and adoption of generative AI capabilities across Oracle's productivity tools (Email, Slack, Confluence, SharePoint) and Contact Center platforms—including Fusion, Hospitality, NetSuite, Operations/Support, and Oracle Health.

This is a hands-on leadership role requiring end-to-end experience building and scaling high-impact Gen AI applications. You will drive technical strategy, mentor a world-class engineering team, and deliver solutions that set new standards in cloud contact center experiences while maintaining strict alignment with OCI security and compliance requirements.

• Define and execute the technical and product strategy for Enterprise Engineering Gen AI services, ensuring availability, scalability, security, and cost-effectiveness.
• Lead development of the Voice Agent—a next-generation conversational IVR built on Oracle Contact Center (OCC) and OCI large language models, speech-to-text, and text-to-speech services.
• Shape the unified Enterprise Engineering AI roadmap in partnership with Productivity Tools Gen AI Services teams and Oracle leadership.
• Translate market and customer requirements into actionable engineering plans that influence platform roadmap.

• Oversee the complete Gen AI lifecycle: data collection, cleansing, annotation, pipeline management, model selection, fine-tuning, evaluation, and performance optimization.
• Establish best practices for scalable, secure deployment of data services with seamless integration into Oracle's cloud and application ecosystem.
• Implement DevOps and CI/CD automation, platform monitoring, and system performance optimization (latency, scale, cost)
• Evaluate, architect, and integrate emerging data engineering and AI technologies, assessing their relevance, maturity, and impact on Oracle's AI Data Platform
• Define and measure key metrics for system quality, customer satisfaction, and cost efficiency.

• Ensure seamless integration of Contact Center services with CMOS, Fusion CX, NetSuite, and Oracle Health platforms to support internal users and develop external product offerings.
• Foster cross-functional collaboration with product, engineering, data science, and enterprise customers to prototype and validate innovative workflows.
• Drive pilots and joint initiatives with strategic customers and partners to accelerate adoption of Oracle's AI offerings.
• Collaborate with OCI engineers and business stakeholders to translate complex customer needs into robust, scalable AI solutions.

• Lead initiatives to deliver best-in-class, unified experiences across voice, chat, and service request channels supported by service platforms.
• Drive improvements in customer self-service, satisfaction, and case deflection through innovative AI solutions

• Build and foster an innovative, high-performance engineering culture that attracts and retains top talent.
• Mentor, coach, and develop team members, creating clear career growth pathways.
• Lead and inspire geographically distributed, cross-functional teams.
• Establish best practices for scalable, secure, and robust deployment of data services, ensuring seamless integration with Oracle’s cloud and application ecosystem.
• Shape technical strategy and influence the platform roadmap by translating market and customer requirements into actionable engineering plans.

• Foster cross-functional collaboration with product, engineering, science, and enterprise customers to prototype and validate innovative workflows.

   

• 15+ years of software engineering leadership experience, including several years building and deploying AI/ML or Gen AI applications at scale.
• Deep technical expertise in cloud-native architecture, large language models (LLMs), Gen AI model fine-tuning, and contact center technologies
• Comprehensive understanding of the Gen AI solution lifecycle, including data engineering, model operations, quality assurance, metrics definition, and DevOps automation