Position Summary...
What you'll do...
**Job summary : ** The Group Director, Software Engineering - Customer Care, is responsible for defining and scaling the technology platforms that power Walmart’s customer care services and capabilities. This leader sets the long-term engineering vision and platform strategy for conversational AI platform for customer care, including customer experiences, agent experiences, intelligent routing, knowledge management, customer insights, quality improvements, and process optimizations, all at enterprise scale. This role operates at the intersection of Generative AI, platform engineering, distributed systems, data platforms, and partner integrations. The Group Director creates clarity on technical priorities, architectural tradeoffs, and execution sequencing across a complex ecosystem while ensuring platform reliability, scalability, and extensibility. The role drives differentiated platform capability through GenAI native products, engineering excellence, data integration, measurement infrastructure, and closed-loop system design. The role drives significant impact through platform consolidation and unification. **About Team: Customer Care ** What you'll do:
- Define the Customer Care technology platform and drive the creation and adoption of the single care platform and remove fragmented technology solutions across the enterprise.
- Build customer care insight platform (Yellow Notepad) which converts customer contacts into actionable insights, delivers the insights to the right owners, and create a closed loop that drives defect reduction across the enterprise.
- Automate customer care conversations with scalable, enterprise grade, GenAI systems to improve customer experience.
- Optimize customer care agent experiences with scalable, enterprise grade, GenAI systems to reduce agent effort, improve efficiency and customer experience.
- Build a scalable, enterprise grade, single-source-of-truth knowledge management system for customer care policies and processes.
- Stabilize contact routing, build intelligent, differentiated contact routing abilities to deliver personalized customer service experiences.
- Partner with cross functional teams to improve fraud detection and remove human effort needed for fraud reviews.
- Improve quality management, labor planning for care operations.
What you'll bring:
- 15+ years of experience in software engineering, with a proven track record of software architecture and design leadership.
- 5+ years leading highly technical teams successfully.
- Strong background in designing and implementing large-scale, distributed, and highly available software systems.
- Expertise in software architecture patterns, design principles, and best practices.
- Proficiency in multiple programming languages and technology stacks.
- Excellent leadership and communication skills, with the ability to inspire and mentor engineering teams.
- Experience collaborating with cross-functional teams and driving technical initiatives from concept to delivery.
- In-depth knowledge of emerging technologies and industry trends in the technology space.
- Strong problem-solving abilities, with a focus on practical solutions that balance technical excellence with business needs.
- Proven track record of driving innovation and technical excellence within a fast-paced and dynamic environment.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart. The annual salary range for this position is $254,000.00 - $481,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
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Minimum Qualifications...
__Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. __
Option 1: Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 8 years’ experience in software engineering or related area. Option 2: 10 years’ experience in software engineering or related area. 5 years’ supervisory experience.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master’s degree in computer science, computer engineering, computer information systems, software engineering, or related area and 6 years' experience in software engineering or related area, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.
Primary Location...
1395 Crossman Ave, Sunnyvale, CA 94089-1114, United States of America
Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.