Citizens · 2 hours ago
Dir Software Engineering - AI Assisted Services
One Citizens Bank Way, Johnston, RI, 02919, US
Full-time
Hybrid
Director/Executive
$218K/yr - $327K/yr
12+ years expCitizens is a financial services company seeking a Director of Engineering for Assisted Services to lead the engineering strategy and delivery of platforms for customer interactions. The role involves overseeing engineering teams to create AI-assisted capabilities and modernizing servicing platforms to enhance customer experiences.
BankingCredit CardsFinancial ServicesFinTechRetail
Responsibilities
Lead, inspire, and develop high‑performing engineering teams, fostering a culture of innovation, ownership, and engineering excellence
Define the technical strategy for Assisted Services across servicing platforms, omni‑channel agent tools, workflow engines, and customer interaction systems
Drive the adoption of AI‑assisted servicing capabilities, including conversational AI, machine learning–based recommendations, agent assist tooling, and automated knowledge retrieval
Shape and implement an architectural vision that unifies assisted and self‑service experiences into a cohesive, modern servicing ecosystem
Partner with Product, Operations, Risk, Enterprise Architecture, and Data Science to ensure AI solutions are aligned with customer needs, responsible‑AI standards, and regulatory requirements
Oversee delivery of core servicing capabilities including call center tooling, unified agent desktops, case management, workflow automation, and system integrations
Lead engineering efforts to build and deploy AI-driven enhancements such as: Real‑time agent assist (summaries, recommendations, prompts), Predictive servicing and intelligent routing, Contextual data retrieval and knowledge search, NLP‑powered insights to shorten handle times and improve accuracy
Ensure teams have clear requirements, technical specifications, and a strong delivery operating model to meet timelines and quality expectations
Implement robust engineering processes, tooling, and CI/CD pipelines that support rapid iteration and frequent releases
Embed secure-by-design, privacy, and responsible‑AI practices across all servicing applications
Ensure AI models and features adhere to ethical, compliance, and regulatory guidelines—including transparency, explainability, and model‑risk controls
Strengthen platform reliability and performance through observability tooling, automated quality checks, and proactive monitoring
Collaborate with Data Science and AI teams to operationalize models into production systems, including inference pipelines, model monitoring, and lifecycle management
Partner with Operations to understand agent workflows, reduce friction, and identify where AI can drive meaningful improvements in efficiency and consistency
Engage with Fraud, Identity, Security, and Compliance teams to ensure AI‑assisted solutions uphold trust and customer protection
Qualification
Required
12+ years of hands‑on software engineering experience building large‑scale, customer-facing systems
10+ years leading engineering teams in complex, multi‑platform environments
Proven experience delivering or integrating AI‑powered applications, such as agent‑assist tools, conversational AI, ML-driven analytics, or intelligent process automation
Expertise in modern engineering practices, including Agile/Scrum, DevOps, CI/CD, release management, and API-led development
Strong proficiency in multiple languages (e.g., Java, Python, JavaScript/React, Go, C#) and experience with cloud platforms (AWS/Azure/GCP)
Deep knowledge of distributed systems, event‑driven design, and high‑availability architectures
Excellent communication skills, capable of influencing senior stakeholders across business and technology
Bachelor's degree in Computer Science, Engineering, or similar technical discipline
Preferred
Experience in financial services, especially in servicing platforms, contact centers, CRM, case management, identity, or authentication
Background deploying or scaling AI/ML solutions (NLP, classification models, vector search, LLM‑based applications)
Familiarity with responsible‑AI frameworks, model governance, and regulatory considerations in a financial services context
Ability to navigate complex organizational structures and drive alignment across multiple senior leaders
Master's degree in Software Engineering, Computer Science, AI/ML, or related field
Benefits
Comprehensive medical, dental and vision coverage
Retirement benefits
Maternity/paternity leave
Flexible work arrangements
Education reimbursement
Wellness programs
Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States
Company
Citizens
At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.
10001+ employees
H1B Sponsorship
Citizens has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
Recent News
2026-02-02
2026-01-22
Company data provided by crunchbase