Senior Director, Software Engineering
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About this role
At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.
Role Overview
Collective Health is transforming healthcare for millions who use our platform to understand, navigate, and pay for care. The Member Experience Engineering team builds every interface a member or Member Advocate interacts with: our web and mobile apps, plus the tools and AI powering our contact center.
We are hiring a Senior Director of Member Experience Engineering to lead this organization. You will own the engineering strategy and execution across three connected domains:
• Member digital experience — the member web portal and mobile apps, including care navigation, secure messaging, benefits and claims views, and the notification systems that keep members informed.
• Member Advocate tooling — the internal application suite our advocates use to serve members, plus the platforms that make advocates faster and more accurate.
• Contact center experience (our biggest opportunity) — the AI, automation, and platform work that reduces call volume, deflects and resolves inquiries earlier, and makes every advocate interaction better. This includes our Contact-Center-as-a-Service (CCaaS) platform, Agent Assist, virtual assistants, IVR automation, and conversational analytics.
The main focus of the role is using AI to lower the cost and raise the quality of member support — deflecting avoidable contacts, resolving inquiries in self-service, and giving advocates real-time, accurate answers when a human is the right channel.
What you'll do
• Set the strategy for member experience engineering across web, mobile, advocate tooling, and the contact center — and translate it into a roadmap tied to measurable business outcomes (cost-to-serve, contact reduction, member and advocate satisfaction).
• Lead the AI agenda for the contact center. Drive the roadmap for Agent Assist , Smart Search, virtual assistants, IVR automation, and contact-deflection features. Push for real, defensible reductions in
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