Position Summary:

The Executive Director of Engineering - AI Automation will lead a 50+ person organization responsible for architecting, developing, and scaling enterprise AI-driven automation and augmentation solutions for contact centers. This team spans data engineering, software engineering, Generative AI implementation, and application integration. The role partners closely with Data Science, Product, and vertical IT organizations to deliver high-impact AI capabilities that improve customer experience, operational efficiency, and agent enablement.

This leader sets the engineering strategy, drives execution excellence, and ensures delivery of high-quality, secure, and reliable platforms. The Executive Director is accountable for shaping engineering vision, developing high-performing leaders, and guiding teams through complex, large-scale AI product development in a fast-evolving technology landscape.

Key Responsibilities:

• Lead a multi-disciplinary engineering organization delivering AI-enabled automation and augmentation for enterprise contact centers.
• Define engineering strategy across AI platforms, data pipelines, software systems, and integration architectures.
• Partner with Data Science and Product teams to translate business outcomes into scalable, production-grade AI systems.
• Drive engineering excellence, including reliability, security, code quality, CI/CD, and observability/SRE standards.
• Oversee the execution of platform roadmaps, ensuring timely delivery, adoption, and operational performance.
• Develop and mentor engineering leaders, fostering a culture of innovation, accountability, and continuous improvement.
• Ensure alignment with enterprise architecture and successfully integrate AI solutions into broader IT ecosystems.
• Manage budgets, vendor partnerships, and resource planning across a large engineering portfolio.
• Engage senior stakeholders to influence strategy, negotiate trade-offs, and drive alignment across complex organizational structures.

Required Qualifications:

• 10+ years of experience in software engineering, platform engineering, or AI/ML development, including 5+ years in senior engineering leadership roles.
• Hands-on experience delivering enterprise-scale AI systems in production environments.
• Proven ability to scale customer-facing platforms with strong reliability, resilience, and security best practices.
• Deep knowledge of modern engineering practices (cloud-native architectures, CI/CD automation, observability, SRE principles).
• Strong stakeholder influence skills, especially in partnering with Data Science and Product organizations.
• Demonstrated people leadership experience, building and growing high-performing engineering cultures.

Preferred Qualifications:

• Experience delivering AI-enabled contact center capabilities (Voice AI, NLP, ML platforms) in production environments.
• Background working in regulated industries with strong privacy and security requirements.
• Experience integrating AI technologies into large, distributed enterprise ecosystems.

Education Requirements:

• Bachelor’s degree in engineering, computer science, physics, mathematics, or a related quantitative discipline.
• Graduate degree preferred.

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on .