Engineering Director, Customer Engagement Support Platform
GoogleMinimum qualifications:
- Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
- 15 years of professional experience, including 10 years of experience in managing and leading engineering teams that build technical infrastructure and the data systems supporting it.
Preferred qualifications:
- Expertise in highly scalable applications to enable the ever growing needs of our business partners and end customers.
- Ability to apply expertise and experience to mentor and grow other leaders.
- Ability to apply an understanding of machine learning and automation techniques to improve the efficiency of their applications.
- Ability to apply cross-functional, customer-first thinking, and leadership to develop long-term strategy.
About the job
The cornerstone of Google’s high-touch Customer Engagement (CE) Support Platform is the Cases Platform team, which provides an effective customer and agent experience across the Ads and consumer-facing product base. Cases helps Google’s agents be the best possible advocate for our customers while helping them solve their problems
As Director, you will lead the Cases Platform team in their mission to deliver excellent “high-touch” interactions between support agents and users, globally. This team’s focus is bringing the best of Gemini, the depth of Ads data, and the experience of being a support agent at Google together to help our customers succeed – not just get unblocked. Experiences span interactions through phone, chat, and email, bringing efficiency and effectiveness with intelligence, automation, and easy to use tools and services.
In this role, you will deliver solutions that are directly used by cross-functional users internally and customers externally. you will solve complex technical challenges across many dimensions ranging from greenfield AI application development to also scaling legacy systems to meet new emerging needs of our customers. The services and applications under the Director's charge require 24/7 high availability, low latency, and high scalability.
Additionally, you will utilize extensive enterprise application engineering experience and be well-versed in crafting an outlook and leading multidisciplinary teams across product lines in a complex global team.
Users come first at Google. Nowhere is this more important than on our Advertising and Commerce team: we believe that ads and commercial information can be highly useful to our users if that information is relevant to what our users wish to find or do. Advertisers worldwide use Google Ads to promote their products; publishers use AdSense to serve relevant ads on their website; and business around the world use our products (like Google Shopping, and Google Wallet) to support their online businesses and bring users into their offline stores. We are constantly innovating to deliver the most effective advertising and commerce opportunities of tomorrow.
Responsibilities
- Provide technical outlook and strategy for a team of engineers. Design and lead a multi-year technical roadmap, balancing short- and long-term technology investments.
- Innovate with the latest Gemini capabilities to provide deep research like tools to internal Google agents to solve complex problems.
- Provide managerial and technical leadership to a rapidly growing and evolving technical organization with appropriate structure, process, coaching, and mentoring to enable a high performing team.
- Lead software development efforts by driving architecture selection, software design, execution, and operations to build out architectures that are resilient to change.
- Uphold high expectations, availability, latency, and performance of the Customer Engagement (CE) Infrastructure, and high productivity for the CE developers. Drive and influence improvements in technical standards, patterns, practices, and processes across Support and CE.