Director of Software Engineering - Self-Service and IVR Platforms

If you are a software engineering leader ready to take the reins and drive impact, we’ve got an opportunity just for you. 
 

As a Director of Software Engineering at JPMorgan Chase within the Consumer and Community Banking - Operations Technology team, you lead a technical area and drive impact within teams, technologies, and projects across departments. Utilize your in-depth knowledge of software, applications, technical processes, and product management to drive multiple complex projects and initiatives, while serving as a primary decision maker for your teams and be a driver of innovation and solution delivery.

Job responsibilities

• Defines and execute the technology strategy for self-service, IVR, and agentic AI, aligned with customer experience goals and contact center transformation initiatives.
• Leads end-to-end implementation of IVR, voicebot, and autonomous agentic flows—from design and integration to CCaaS migration and continuous optimization
• Designs AI-driven call flows and automation that reduce agent transfers, improve call containment, and dynamically adapt to user intent in real time.
• Integrates agentic AI frameworks that can reason, take actions on behalf of customers, and complete multi-step tasks across systems.
• Leverages NLP/NLU and contextual awareness to create intelligent, conversational self-service journeys across channels.
• Partners with customer experience and operations teams to streamline customer journeys, reduce friction, and improve self-resolution rates.
• Drives DevOps maturity and agile delivery across engineering teams to accelerate innovation and ensure high-quality platform releases.
• Ensures compliance with industry standards and privacy regulations, collaborating with legal and risk teams as needed.
• Builds scalable, resilient architectures that support high-volume, mission-critical IVR and AI flows with robust monitoring and disaster recovery capabilities.
• Mentors engineering leaders and foster a culture of excellence, experimentation, and customer obsession.
• Evaluates and adopt emerging technologies, including agentic AI, to future-proof the self-service ecosystem.

 

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 10+ years applied experience. In addition,  5+ years of experience leading technologists to manage, anticipate and solve complex technical items within your domain of expertise
• Strong leadership focused on self-service, IVR, conversational AI, or contact center platforms in regulated environments.
• Proven experience with CCaaS migrations, IVR modernization, and deploying agentic or autonomous AI flows at scale.
• Deep knowledge of speech recognition, NLU/NLP, call routing, and telephony infrastructure.
• Familiarity with agentic AI frameworks, autonomous orchestration tools, and AI workflow governance.
• Strong understanding of regulatory compliance for voice and digital interactions, customer privacy, and identity verification.
• Demonstrated ability to lead cross-functional teams, drive digital transformation, and deliver measurable business outcomes.

 

Preferred qualifications, capabilities, and skills

• Experienced leader in enterprise-scale IVR and self-service automation programs, with a focus on outbound containment and AI orchestration.
• Skilled in managing complex portfolios involving AI agents, task-based orchestration, and intelligent routing logic.
• Advanced in voice and digital analytics, AI-driven personalization, real-time decisioning, and proactive service delivery.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more