Director - Engineering, Forward-Deployed Engineering and Customer Outcomes

Customer Success at Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

About the Role

As the Director of Engineering, FDE and Customer Outcomes, you will lead an elite organization of multiple cross-functional engineering teams, each dedicated to a portfolio of tier-one healthcare customers. You are ultimately accountable for the technical delivery, enterprise configuration, and operational success of our AI-driven platform within complex healthcare ecosystems.

Each team under your leadership operates with high autonomy, directly owning their customer delivery plans, data quality standards, and clinical/business outcomes. You will mentor engineering managers and technical leads across a global footprint to architect robust data ingestion pipelines, configure complex enterprise software, and deploy production-grade, compliant AI agents into live healthcare environments.

A Day in the Life

Global Team Leadership & Delivery Ownership

• Scale and Govern Multiple Teams: Hire, mentor, and scale multiple customer-facing engineering teams across regions, optimizing global resource allocation across health systems, payers, and life sciences clients.
• Delivery Plan Accountability: Empower autonomous teams to own, track, and execute comprehensive implementation delivery plans, navigating critical paths from discovery to live production.
• Customer Outcome Management: Focus engineering execution on direct business and clinical metrics (reducing administrative burden, improving workflow efficiency) to drive customer retention and high NPS/CSAT.
• Quality Assurance & Standards: Establish baseline organizational standards for data integrity, product quality, architectural reviews, and formal customer sign-off criteria.

Data Ingestion & Data Quality

• Clinical Data Ingestion: Guide teams in building high-throughput pipelines to ingest structured and unstructured datasets (EHR notes, lab results, imaging metadata, claims) via HL7, FHIR, and DICOM.
• Data Quality & Normalization: Standardize validation frameworks to sanitize, deduplicate, and normalize raw, heterogeneous healthcare data for downstream AI/ML consumption.
• Deterministic Guardrails: Implement automated data-quality testing and schema enforcement protocols to intercept data corruption or format mismatches pre-ingestion, ensuring absolute clinical data integrity.

Product Configuration & Enterprise Implementation

• Enterprise Customization: Oversee platform configuration, tailoring core software capabilities to match specific clinical workflows and varied healthcare operational taxonomies.
• Seamless Integration: Lead native platform deployments into complex enterprise ecosystems, integrating directly with production EHR systems and native provider workflows.
• Solution Architecture: Design scalable pre-sales and post-sales technical solution architectures that align customer requirements with platform capabilities.

Build & Deploy AI Agents

• AI Agent Engineering: Oversee the forward-deployed development, local integration, optimization, and fine-tuning of autonomous and semi-autonomous AI agents utilizing advanced LLM orchestration frameworks.
• Clinical Safety & Benchmarking: Enforce a high rollout bar which includes deployment-level guardrails, and real-time monitoring and ensure safe outputs.

Requirements

• Professional Experience: 12+ years in software engineering, technical consulting, or enterprise systems architecture.
• Industry Experience: 5+ years within US Healthcare, HealthTech, or Digital Health sectors, working directly with clinical data ecosystems.
• Leadership Experience: 5+ years managing a manager-of-managers organization or multiple concurrent, customer-facing technical delivery teams.
• Education: Bachelor’s degree in Computer Science, Biomedical Engineering, Health Informatics, or equivalent practical experience.

Technical Competencies

• AI/ML Production: Hands-on experience building, optimization, and deploying enterprise-grade AI Agents.
• Data Engineering Stack: Proficiency in designing and managing batch and real-time big data processing systems, pipeline orchestration, Medallion Architecture, and end-to-end ETL/ELT pipeline engineering.
• Healthcare Protocols: Operational knowledge of healthcare standards like HL7, FHIR, C-CDA, X12/EDI

We offer competitive benefits to set you up for success in and outside of work.

Benefits

Here’s What We Offer

• Generous Leave Benefits: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
• Sabbatical Leave Policy: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer health benefits and insurance to you and your family for medically related expenses related to illness, disease, or injury.
• Pet-Friendly Office*: Spend more time with your treasured friends, even when you're away from home. Bring your furry friends with you to the office and let your colleagues become their friends, too. *Noida office only
• Creche Facility for children*: Say goodbye to worries and hello to a convenient and reliable creche facility that puts your child's well-being first. *India offices

Where and how we work

Our Noida office is situated in a posh tech space, equipped with various amenities to support our work environment. Here, we follow a five-day work schedule, allowing us to efficiently carry out our tasks and collaborate effectively within our team.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.