Senior Director, Software Engineering - Customer Platforms

The Senior Director, Software Engineering, provides Platform Leadership for the Customer Platforms portfolio - owning the technical health, depth, and AI readiness of platforms like Salesforce, Genesys, Sierra, and others that power Cox Automotive's customer engagement, contact center, sales, service and marketing capabilities. This is a Platform Leader role: the job is to build and maintain world-class platforms while holding the technical authority and vision for how each platform evolves.

Value Stream Leaders sit within this organization and are responsible for driving E2E business outcomes across platform boundaries - this leader owns the foundation that makes that delivery possible. Reports to the AVP, Software Engineering - Lead to Cash.

Primary Duties/Key Responsibilities

• Owns the technical health, architecture, and AI readiness of the Customer Platforms portfolio - ensuring each platform is built on a strong, scalable foundation that can evolve with the business.
• Serves as the technical authority for Customer Platforms - the person who can say with conviction what is technically possible, what the risks are, and what it will take to get there across all platforms in the portfolio.
• Does not serve on a value stream. Maintains a dedicated focus on platform health, technical excellence, and engineering innovation - partnering with Value Stream Leaders who report into this organization to ensure delivery accountability flows through the platform org to E2E business outcomes.
• Directly leads Value Stream Leaders who are responsible for driving cross-platform business outcomes across Lead to Cash- setting clear expectations for E2E delivery focus and holding them accountable for business results that go beyond any single platform's boundaries.
• Owns the AI Transformation strategy for Customer Platforms - driving adoption of spec-driven development
• Leads with a forward-looking perspective on how AI is reshaping the customer engagement SaaS landscape - actively evaluating what Cox needs to build vs. what the platforms will provide natively.
• Establishes and enforces AI-ready engineering standards across the portfolio - spec-driven development, automated testing, and AI tooling adoption are non-negotiable engineering expectations, not optional practices.
• Establishes technology and architecture standards across Customer Platforms - defining patterns for CRM customization, contact center integration, AI agent deployment, and marketing automation that scale consistently across Cox Automotive's business units.
• Maintains strategic vendor relationships, staying ahead of vendor AI roadmaps, influencing product direction where possible, and making deliberate build vs. buy decisions as the SaaS AI landscape evolves.
• Evaluates and incorporates emerging technologies and AI capabilities within the Customer Platforms space - ensuring Cox Automotive is positioned to leverage new platform capabilities rapidly rather than reactively.
• Develops and retains deep engineering talent across Customer Platforms - building teams with the technical depth to drive platform excellence and the AI fluency to accelerate transformation.
• Develops and retains Value Stream Leaders within the organization - coaching them to maintain cross-platform outcome focus and building a strong leadership pipeline.
• Establishes the engineering operating model for Customer Platforms delivery - release cadence, quality gates, automated validation standards, and AI-generated code review practices.
• Develops long-range platform requirements and technology roadmaps grounded in business strategy, AI transformation priorities, and the evolving vendor landscape.
• Other duties as needed or required.

Required Experience & Specialized Knowledge and skills:

• Bachelor's degree in a related discipline and 12 years' experience in a related field with at least 7 years' experience in a management or lead role; or a master's degree and 10 years' experience; or PhD and 7 years' experience; or 20 years' experience in a related field with no degree.
• Deep technical expertise in Salesforce (Apex, Lightning Web Components, Salesforce platform architecture) - able to set architectural direction, evaluate technical tradeoffs, and earn the respect of platform engineers.
• Broad platform knowledge across customer engagement technology - familiarity with contact center platforms, Salesforce, AI customer engagement tools, and marketing automation strongly preferred.
• Strong technology thought leadership on the future of customer engagement SaaS - actively thinking about how AI is changing what platforms provide natively, and what that means for how Cox builds these platforms.
• Experience leading or driving AI transformation within a CRM or customer engagement platform environment - familiarity with Salesforce, AI-assisted development tools, and spec-driven development practices strongly preferred.
• Demonstrated ability to lead platform engineering organizations - building high-performing teams, developing technical…