The Director of Software Engineering for Voice Self-Service leads teams that build and support automated voice systems used across the company. These systems use AI to help people get answers and complete tasks by phone without needing a live agent.
This role is responsible for making sure voice systems are secure, reliable, and able to grow as demand increases. The Director works closely with product, technology, and business partners to update older phone systems and move them to modern, cloud-based voice solutions. This role plays a key part in keeping systems stable, improving customer experience, and delivering results that support company goals.
Responsibilities:- Lead several software engineering teams, including people managers, senior engineers, and onshore and offshore team members
- Set the technical direction for AI-powered voice systems, including automated phone menus (IVR), conversational AI, and system integrations
- Work closely with Product, Architecture, Security, and Operations teams to deliver reliable and secure voice platforms
- Guide the move from older voice and IVR systems to modern, cloud-based, AI-enabled solutions
- Ensure systems run smoothly by focusing on uptime, performance, issue resolution, and continuous improvement
- Set clear engineering standards for quality, security, monitoring, and safe development practices
- Manage large, long-term projects that involve multiple teams, vendors, and business partners
- Develop strong leaders and teams by supporting growth, training, and future leadership planning
- Clearly communicate progress, risks, and needs to senior leaders and executives
Qualifications:- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience
- 8 or more years of software engineering experience, including at least 5 years leading managers or large teams
- Experience delivering large, customer-facing technology platforms that must be highly available and reliable
- Strong understanding of modern software design, cloud technologies, APIs, AI, and distributed systems
- Proven ability to lead large teams and work effectively across different departments
- Experience managing complex projects and working with external vendors or partners
- Strong communication skills and comfort presenting to senior leaders
Preferred Qualifications:- Experience with voice technologies such as conversational AI, IVR systems, or digital self-service tools
- Experience updating older systems and moving them to cloud-based or AI-enabled platforms
- Experience working in healthcare or other highly regulated industries
- Experience supporting systems that run 24/7 and handle high volumes of calls or transactions
- Experience working with global teams and strategic technology partners
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 170,500 - 284,100 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.
About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Never miss an opportunity! Create an alert based on the job you applied for.
