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About the Role

Collective Health is transforming healthcare for millions by building every interface a member or Member Advocate interacts with, including web and mobile apps, and the tools and AI powering our contact center. This role will lead the engineering strategy and execution across member digital experience, member advocate tooling, and contact center experience, with a main focus on using AI to lower the cost and raise the quality of member support.

Responsibilities

Set the strategy for member experience engineering across web, mobile, advocate tooling, and the contact center, translating it into a roadmap tied to measurable business outcomes.
Lead the AI agenda for the contact center, driving the roadmap for Agent Assist, Smart Search, virtual assistants, IVR automation, and contact-deflection features.
Own the call-center technology platform, including CCaaS migration and integrations connecting telephony, chat, and digital channels.
Own conversational and contact analytics, including topic tagging, quality monitoring, and reporting to steer the roadmap.
Deliver the member-facing digital experience on web and mobile, meeting client and regulatory commitments.
Own the advocate tooling suite, ensuring efficiency and accuracy in member service.
Partner deeply with Customer Experience, Product, and Design teams to build quality products.
Build and grow the team, hiring, mentoring, and developing engineering managers and senior engineers.
Set the bar for technical quality, security, and reliability in a HIPAA-regulated, PHI-handling environment.
Communicate strategy, trade-offs, and results to executive leadership and represent engineering in cross-functional and client-facing forums.

Requirements

15+ years in software engineering with 5+ years leading engineering teams, including managing managers.
Proven ownership of large-scale, member- or customer-facing web and mobile products.
Contact center / customer support technology experience, including CCaaS platforms, telephony/IVR, agent-assist tooling, and support-operations metrics.
Applied AI/ML fluency, especially using LLMs / GenAI to reduce support demand, including knowledge of RAG, intent detection, conversational analytics, and automated quality monitoring.
Ability to evaluate accuracy, manage hallucination risk, and measure AI investment impact.
Strong track record turning operational metrics into an engineering roadmap and defending trade-offs to executives.
Excellent cross-functional leadership across product, operations, design, data/insights, and external vendors.
Comfort operating in a regulated, data-sensitive domain (healthcare/HIPAA a strong plus) where security and privacy are non-negotiable.

Skills

Web
Mobile
Advocate Tooling
Contact Center
AI
Machine Learning
LLMs
GenAI
RAG
Intent Detection
Conversational Analytics
Automated Quality Monitoring
CCaaS
Telephony
IVR
Agent Assist
HIPAA
PHI

Location

San Francisco, CA
Plano, TX
Lehi, UT

Work Type

Hybrid

Experience Level

Senior Director
15+ years in software engineering
5+ years leading engineering teams

Salary/Compensations

San Francisco, CA Pay Range $268,000—$335,000 USD
Lehi, UT Pay Range $214,400—$268,000 USD
Plano, TX Pay Range $235,840—$294,800 USD

Benefits

1,000,000 stock options
Health insurance
401k
Paid time off

About the Company

Collective Health is 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.
Mission-driven culture that values innovation, collaboration, and a commitment to excellence in healthcare.
Impactful projects that shape the future of our organization.
Opportunities for professional development through internal mobility opportunities, mentorship programs, and courses tailored to your interests.
Flexible work arrangements and a supportive work-life balance.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact recruiting-accommodations@collectivehealth.com.