The Service Engineering team is transitioning disparate customer communication touchpoints into a world-class services company by building the foundational voice, chat, text, email, and core contact center experiences for sales, service, and claims operations. Our platform is used by 20,000 GEICO contact center agents, field adjusters, and sales representatives who serve more than 80 million customers and prospective customers. We are building an AI-powered CRM platform using agentic capabilities to move from a system of record to a system of intelligence and action.
ABOUT THE ROLEWe are seeking a Distinguished Engineer to lead our CRM AI team. In this role, you will drive the technical direction, architecture, and execution of our CRM roadmap powered by LLM models and Agentic AI. The ideal candidate has deep technical expertise in building AI products and can cultivate a high-performance culture, foster strong cross-functional relationships, and effectively manage technical teams in a fast-paced, startup-like environment. This is an exciting opportunity for a seasoned engineering leader who thrives in a dynamic environment and is passionate about scaling teams and advancing AI capabilities that empower customer experiences.
You will help drive our CRM platform transformation as we shift from a traditional system of record to an AI-powered system of intelligence and action, championing engineering excellence while co-creating a culture of innovation and continuous improvement.
You will lead the foundational work in the evolution of our CRM platform that enables proactive identification of churn and risk, systematic reduction in cost to serve, consistency of service quality, scalable application of AI, and enterprise-grade resilience with 99.99% availability across multi-region active-active infrastructure. Our team thrives and succeeds in delivering high quality technology products and services in a hyper-growth environment where priorities shift quickly.
As a Distinguished Engineer on the CRM AI team, you will:
- Lead architectural decisions for Agent Workspace, Knowledge Management, Customer Insights platform, and core CRM AI capabilities
- Define and implement multi-region active-active infrastructure to achieve 99.99% availability, removing single-region failure exposure
- Establish engineering standards and operational excellence practices for observability, auto-failover, self-healing systems, and SLA management
- Mentor Staff and Senior Engineers, elevating technical capabilities across AI/ML, distributed systems, and operational excellence while establishing engineering standards for the organization
- Drive incident response and blameless post-mortems, turning outages into systemic improvements
- Scope, design, and build scalable, resilient distributed systems
- Build product definition and leverage technical depth to drive toward the right architectural solutions
- Engage in cross-functional collaboration throughout the entire software lifecycle, partnering with AI research, product, infrastructure, and Microsoft/AWS teams
- Lead by example by sharing best practices, measuring outcomes, demonstrating adaptability, and sponsoring continuous learning across teams
- Work in a team environment utilizing AI and ML to streamline the CRM platform work
QUALIFICATIONS- Advanced programming experience with at least two modern languages such as Java, C++, Python, or C# including object-oriented design
- Proficient with AI/ML stack and libraries; experience in shipping applied AI products including LLM-based systems, agentic frameworks, or conversational AI
- Proven understanding of micro-services oriented architecture and extensible REST APIs
- Experience building architecture and design (design patterns, reliability, scalability) of new and current systems
- Experience designing and operating highly available systems (99.9%+ uptime) with multi-region deployments and operational automation
- Experience with continuous delivery and infrastructure as code
- Strong problem-solving ability
- Ability to excel in a fast-paced, startup-like environment
- Knowledge of developer tooling across the software development life cycle (task management, source code, building, deployment, operations, real-time communication)
- In-depth knowledge of CS data structures and algorithms
- Exemplary ability to design, perform experiments, and influence engineering direction and product roadmap
- Experience partnering with engineering teams and transferring research to production
- Track record of technical thought leadership through publications, blogs, open-source contributions, or patents (preferred)
EXPERIENCE- 12+ years of experience working as a technical software engineering leader
- 5+ years applied AI/ML experience, with exposure to LLMs or generative AI
- 10+ years of experience with architecture and design
- 6+ years of experience with AWS, GCP, Azure, or another cloud service
- 6+ years of experience in CICD deployments and infrastructure as code
- 6+ years of experience in open-source frameworks
- Experience with Salesforce or enterprise CRM platforms is a plus
EDUCATION Bachelor's degree in Computer Science, Information Systems, or equivalent education or work experience
Annual Salary$150,000.00 - $300,000.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.
GEICO will consider sponsoring a new qualified applicant for employment authorization for this position.
