Director, Software Engineering

Director, Software Engineering, Customer Experience

The Director, Software Engineering leads the CX development team based in Noida, India, and sets its direction in partnership with CX and enterprise technology leaders. This role connects customer and business needs to technology strategy, guiding the team beyond application delivery toward innovation and broader transformation of CX.

The Director builds a technology roadmap that improves customer journeys and CX operations, develops a high-performing team, and ensures solutions align with enterprise architecture and engineering practices. They represent CX needs in technology decisions and connect the Noida team to the priorities of the global organization.

Key Responsibilities:

Strategy, Innovation & Business Partnership:

• Partner with CX leaders to understand customer needs, business priorities, and operational challenges, then translate them into a clear technology roadmap.
• Identify opportunities to improve customer experiences and CX effectiveness through applications, automation, AI, data, and process change.
• Champion innovation and lead technology-enabled transformation, connecting initiatives to measurable customer and business outcomes.
• Advise CX leaders on technology opportunities, priorities, and tradeoffs; represent CX needs in enterprise technology planning.

Team & Organizational Leadership:

• Lead, coach, and develop the Noida software engineering team, setting clear expectations for accountability, collaboration, and results.
• Build a team culture grounded in customer understanding, strong engineering practices, ownership, and continuous improvement.
• Own talent planning, recruiting, onboarding, performance, career development, and retention; develop engineers who can partner effectively with business stakeholders.
• Build connections between the Noida team and global CX, representing local perspectives and reinforcing shared strategy and priorities.

Engineering Partnership & Delivery:

• Partner with Enterprise Solution Engineering (ESE) to align CX solutions with enterprise architecture, platforms, security, standards, and engineering practices.
• Guide delivery and prioritization across CX applications and initiatives, balancing customer impact, business value, delivery commitments, and application health.
• Coordinate across CX, ESE, Product, and other teams to manage dependencies, risks, and barriers to delivery.
• Use feedback and results to improve plans, strengthen collaboration, and identify modernization opportunities.

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Significant experience in software development or technology delivery, including progressive responsibility for leading people and teams.
• Demonstrated ability to set direction, develop technical talent, and translate business needs into priorities for engineering teams.
• Experience building partnerships across business and enterprise technology organizations and leading work across organizational boundaries.
• Strong judgment, strategic thinking, communication, prioritization, and stakeholder influencing skills.
• Experience working with globally distributed teams, cultures, and time zones.

Preferred Qualifications:

• Experience supporting Customer Experience, Customer Support, Customer Success, Professional Services, or another customer-facing organization.
• Experience leading a business-aligned development team in partnership with centralized engineering or architecture.
• Experience shaping technology roadmaps or leading technology-enabled transformation.
• Experience with teams in India and familiarity with AI, automation, data, enterprise applications, or modern software delivery practices.

Skills

Delivery, Development, Engineering, Software