Director Software Engineer | CXTech

Há 5 dias

Maceió, Brasil Wellhub Inc. Tempo inteiro

We are hiring a Director Software Engineer to our CXTech team in Brazil This is a Remote – Brasil position, meaning you can work from anywhere within the country. Please note that this role is only open to candidates in Brazil. As a Software Engineer Director you will lead three teams that develop solutions to be used by the Customer Experience team, guiding tech leads and fostering an environment of technical excellence and strong team dynamics. Your role is pivotal in shaping the engineering and product development landscapes, ensuring that our technical strategies align seamlessly with business objectives. CXTech uses artificial intelligence to build scalable self-service support solutions to decrease ticket volume and streamline complex issue resolution for greater efficiency and productivity. The CXTech team is responsible for developing and maintaining the entire CX ecosystem such as Help Center, online and offline support, internal customer management system and customer support system (Zendesk). The main KPIs are digital deflection, overall contact rate, human agent productivity, and chatbot CSAT. YOUR IMPACT Guide the team with AI solutions to increase deflection and improve customer support efficiency; Oversee, mentor, and guide one or multiple engineering teams and their leads to deliver on large-scale projects with high complexity, ensuring alignment with company goals and strategic priorities; Partner with senior leadership to influence and drive engineering and product roadmaps, focusing on scalability, innovation, and business value. You'll have a direct impact on company-wide decisions; Foster engineering excellence by advancing best practices, improving development processes, and ensuring the technical vision remains relevant and actionable. You’ll champion the use of cutting-edge technologies and techniques to maintain a competitive edge; Work closely with product, operations, and business stakeholders to ensure engineering outputs drive measurable business success, such as user growth, operational efficiency, and revenue generation; Cultivate a high-performing culture by mentoring engineering leaders and teams, ensuring continuous professional development and creating a clear path for career progression; Ensure critical systems and services operate at high availability and scalability while remaining adaptable to new business models and client needs; Work in a collaborative and agile environment that prioritizes people over process and is laser-focused on productivity; Drive data-driven decision-making processes, ensuring that metrics and KPIs guide engineering priorities and resource allocation; Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness. #J-18808-Ljbffr

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