[Remote] Sr. Director, Engineering – Agentic AI & Service Applications

Note: The job is a remote job and is open to candidates in USA. WEX is a leading company in financial technology, and they are seeking a Senior Director of Engineering to lead the transformation of their service applications through the integration of Agentic AI and advanced analytics. This role involves strategic leadership, technical oversight, and team management to enhance service delivery and drive digital evolution.ResponsibilitiesLead the digital transformation of the Service Applications function, identifying and implementing Agentic AI-driven tools for predictive customer support and automated service levelingDevelop and maintain strong, collaborative relationships with VPs and leaders across Call Center teams to understand their strategic objectivesIntegrate AI-driven 'nudge' technology and autonomous agents to help service representatives optimize customer interactions and benefit selectionsPrepare board-level materials and narratives for the General Managers and executive leadership regarding the future state of AI-driven serviceBring technical rigor to the design and deployment of autonomous agents and LLM-based tools for policy drafting, data analysis, and real-time call center supportOversee the architecture and governance of the Salesforce platform and AI-specific platforms, ensuring scalability and adherence to federal banking and security regulationsDefine and enforce modern SDLC practices, including robust testing for AI model performance, CI/CD, and automated testing of Agentic workflowsPartner with analytics teams to use AI to forecast service trends and simulate the long-term impact of architectural changesManage and upskill 4 teams totaling about 60 resources globally, fostering a culture of digital literacy and continuous learning in AI technologiesPartner with TA, HRBPs, and Engineering managers to develop strategies that support talent retention and business goalsManage both short- and long-term initiatives in a fast-paced environment to meet critical business objectivesSkills10+ years in technical leadership with a focus on enterprise applications, preferably in a global/multinational environmentProven experience or specialized training in HR/Service Technology transformation, including navigating the 'AI for Service' landscape (e.g., LLMs, predictive analytics)Prefer 5+ years of direct experience with the Salesforce platform (Service Cloud) and proficiency in advanced HCM/CRM systemsExpert-level analytical skills with the ability to leverage predictive analytics to inform decision-makingAbility to align resources, meet aggressive deadlines, and drive projects to completion that result in positive organizational impactProficiency in AI-specific platforms and proprietary AI modeling toolsRelevant technical certifications or leadership credentials (e.g., Lean Six Sigma, Salesforce Architect)Track record of developing and executing innovative strategies that drive business results and customer well-beingBenefitsHealth, dental and vision insurancesRetirement savings planPaid time offHealth savings accountFlexible spending accountsLife insuranceDisability insuranceTuition reimbursementCommission under the terms of an applicable plan (for sales positions if qualified)Quarterly or annual bonus based on their role and applicable plan (for non-sales roles if qualified)Company OverviewWex is a financial technology service provider for fleet, travel and healthcare industries. It was founded in 1983, and is headquartered in Portland, Maine, USA, with a workforce of 5001-10000 employees. Its website is http://www.wexinc.com.Company H1B SponsorshipWEX has a track record of offering H1B sponsorships, with 4 in 2026, 22 in 2025, 10 in 2024, 12 in 2023, 20 in 2022, 14 in 2021, 18 in 2020. Please note that this does not guarantee sponsorship for this specific role.