Associate Director, Software Engineering
- Compensation
- Not disclosed
- Location
- Boston, MA
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Software engineering
- Posted
Skills
Must have
- 8+ years of experience in software engineering, system architecture, and platform development.
- 2+ years of experience leading engineering teams or managing managers.
- Bachelor’s degree in Computer Science or a similar technical discipline.
- Strong technical expertise in distributed systems, cloud-native architectures, APIs, and microservices.
- Hands-on experience designing and building AI/ML-based solutions in production environments.
- Experience working with modern cloud platforms (e.g., AWS, GCP, Azure).
- Demonstrated experience delivering scalable, resilient systems supporting high-volume customer-facing applications.
- Strong understanding of CI/CD, DevOps practices, and engineering operational excellence.
- Experience collaborating closely with Product, Data Science, and cross-functional stakeholders.
- Strong communication skills with the ability to influence technical and non-technical partners.
Nice to have
- Master’s degree in Computer Science, Engineering, or related field.
- Experience building conversational AI, LLM-based solutions, or intelligent automation platforms.
- Experience in customer care or contact center technologies (e.g., CRM, CCaaS platforms).
- Experience implementing observability and reliability engineering best practices.
- Familiarity with data engineering pipelines and MLOps frameworks.
- Experience leading platform transformation or modernization initiatives.
Full description
Job Description:
Associate Director of Engineering – Customer Care Product & EngineeringAt Chewy, we believe great work starts with great people!
Here, you’ll be part of a team that values who you are, what you bring, and where you want to grow. We offer meaningful work, competitive compensation, and opportunities to develop your career in an environment built on trust and collaboration.
Your Opportunity
As the Associate Director of Engineering for the Customer Care Product & Engineering Team, you will lead the Agent Assist, Workflow and Tooling organization. You will drive the technical vision, architecture, and execution of scalable, resilient, and intelligent systems that power world-class customer support experiences.
You will shape and deliver AI/ML-driven solutions that enhance automation, personalization, and operational efficiency across customer care channels. You will partner closely with Product, Data Science, UX, and Operations to build innovative platforms and experiences that empower Customer Care teams and delight pet parents.
You will guide engineering strategy, foster technical excellence, and build high-performing teams capable of delivering secure, reliable, and forward-thinking solutions in a fast-paced environment.
What You'll Do
- Lead and develop the Agent Assist, Workflow and Tooling teams, setting technical direction and ensuring strong execution.
- Architect and deliver scalable, highly available systems supporting omni-channel customer care (chat, voice, messaging, automation platforms).
- Drive the design and implementation of AI/ML-based solutions, including AI based Agent assist tools, Unified Agent Workspace, RRC, CCRB and more.
- Establish engineering best practices in system design, software development, testing, DevOps, and observability.
- Partner with Product and Data teams to translate business requirements into robust technical solutions.
- Oversee platform modernization efforts, ensuring performance, scalability, and security.
- Champion data-driven decision-making and experimentation to continuously improve customer and agent experiences.
- Build and mentor engineering managers and senior engineers, fostering a culture of accountability, innovation, and continuous improvement.
- Manage roadmap planning, resource allocation, and cross-functional delivery alignment.
- Ensure compliance with security, privacy, and reliability standards across all systems.
What You'll Need
- 8+ years of experience in software engineering, system architecture, and platform development.
- 2+ years of experience leading engineering teams or managing managers.
- Bachelor’s degree in Computer Science or a similar technical discipline.