Distinguished Engineer, Applied AI

Distinguished Engineer, CRM AI Team

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers' expectations while making a real impact for our company through our shared purpose.

When you join our company, we want you to feel valued, supported and proud to work here. That's why we offer The GEICO Pledge:
Great Company, Great Culture, Great Rewards and Great Careers.

The Service Engineering team is transitioning disparate customer communication touchpoints into a world-class services company by building the foundational voice, chat, text, email, and core contact center experiences for sales, service, and claims operations. Our platform is used by 20,000 GEICO contact center agents, field adjusters, and sales representatives who serve more than 80 million customers and prospective customers. We are building an AI-powered CRM platform using agentic capabilities to move from a system of record to a system of intelligence and action.

We are seeking a Distinguished Engineer to lead our CRM AI team. In this role, you will drive the technical direction, architecture, and execution of our CRM roadmap powered by LLM models and Agentic AI. The ideal candidate has deep technical expertise in building AI products and can cultivate a high-performance culture, foster strong cross-functional relationships, and effectively manage technical teams in a fast-paced, startup-like environment.

This is an exciting opportunity for a seasoned engineering leader who thrives in a dynamic environment and is passionate about scaling teams and advancing AI capabilities that empower customer experiences.

You will help drive our CRM platform transformation as we shift from a traditional system of record to an AI-powered system of intelligence and action, championing engineering excellence while co-creating a culture of innovation and continuous improvement.

You will lead the foundational work in the evolution of our CRM platform that enables proactive identification of churn and risk, systematic reduction in cost to serve, consistency of service quality, scalable application of AI, and enterprise-grade resilience with 99.99% availability across multi-region active-active infrastructure. Our team thrives and succeeds in delivering high quality technology products and services in a hyper-growth environment where priorities shift quickly.

As a Distinguished Engineer on the CRM AI team, you will:

• Lead architectural decisions for Agent Workspace, Knowledge Management, Customer Insights platform, and core CRM AI capabilities
• Define and implement multi-region active-active infrastructure to achieve 99.99% availability, removing single-region failure exposure
• Establish engineering standards and operational excellence practices for observability, auto-failover, self-healing systems, and SLA management
• Mentor Staff and Senior Engineers, elevating technical capabilities across AI/ML, distributed systems, and operational excellence while establishing engineering standards for the organization
• Drive incident response and blameless post-mortems, turning outages into systemic improvements
• Scope, design, and build scalable, resilient distributed systems
• Build product definition and leverage technical depth to drive toward the right architectural solutions
• Engage in cross-functional collaboration throughout the entire software lifecycle, partnering with AI research, product, infrastructure, and Microsoft/AWS teams
• Lead by example by sharing best practices, measuring outcomes, demonstrating adaptability, and sponsoring continuous learning across teams
• Work in a team environment utilizing AI and ML to streamline the CRM platform work

• Advanced programming experience with at least two modern languages such as Java, C++, Python, or C# including object-oriented design
• Proficient with AI/ML stack and libraries; experience in shipping applied AI products including LLM-based systems, agentic frameworks, or conversational AI
• Proven understanding of micro-services oriented architecture and extensible REST APIs
• Experience building architecture and design (design patterns, reliability, scalability) of new and current systems
• Experience designing and operating highly available systems (99.9%+ uptime) with multi-region deployments and operational automation
• Experience with continuous delivery and infrastructure as code
• Strong problem-solving ability
• Ability to excel in a fast-paced, startup-like environment
• Knowledge of developer tooling across the software development life cycle (task management, source code, building, deployment, operations, real-time communication)
• In-depth knowledge of CS data structures and algorithms
• Exemplary ability to design, perform experiments, and influence engineering direction and product roadmap
• Experience…