The posting
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The Director, Cross-Segment Platform Engineering provides strategic, engineering, and delivery leadership for enterprise platforms that enable critical business capabilities across multiple segments and functions. This leader will have significant responsibility for Salesforce and MuleSoft, establishing platform strategy and engineering practices while driving large-scale technology delivery aligned to measurable business outcomes.
The Director will partner closely with business and technology leaders across Customer Service, Provider Services, Operations, Digital, Data & Analytics, and Enterprise Technology to translate business priorities into scalable technology capabilities. Success will be measured not only through technology delivery, but through business value realization, improved customer and provider experiences, operational efficiency, platform reliability, speed to market, risk reduction, and achievement of strategic business outcomes.
This leader will oversee internal engineering teams and strategic partners and will be accountable for balancing investment across business transformation, new capability delivery, platform modernization, regulatory commitments, technical debt, security, and operational stability.
Key Responsibilities
Strategic Business & Technology Leadership
- Partner with senior business and technology leaders to translate enterprise and segment strategies into platform capabilities, investment priorities, and executable technology roadmaps.
- Establish and execute the strategy for Salesforce, MuleSoft, CRM, integration, and related cross-segment technology capabilities.
- Maintain multi-year platform roadmaps aligned with business growth, customer and provider experience, operational efficiency, modernization, security, and regulatory objectives.
- Serve as a technology partner to business leadership, helping shape solutions and investment decisions rather than simply responding to technology demand.
- Establish clear success measures connecting technology investments to business outcomes, adoption, productivity, experience improvement, operational performance, and value realization.
- Influence across organizational boundaries to drive alignment, simplify technology solutions, and maximize reuse of enterprise capabilities.
Salesforce Platform Leadership
- Own engineering strategy and execution for enterprise Salesforce capabilities, including Service Cloud, Experience Cloud, Salesforce Platform, Agentforce, Einstein AI, automation, and related customer engagement capabilities.
- Establish Salesforce architecture standards, engineering frameworks, development practices, reusable capabilities, release governance, and platform guardrails.
- Drive modernization and optimization to improve scalability, resiliency, maintainability, developer productivity, and business agility.
- Enable effective customer, member, provider, broker, and associate experiences through integrated CRM and digital capabilities.
- Optimize agent experiences through workflow simplification, intelligent automation, AI-assisted servicing, self-service, and data-driven engagement.
- Ensure Salesforce solutions are designed as reusable enterprise capabilities where appropriate, reducing unnecessary customization and duplication across business segments.
MuleSoft & Enterprise Integration Leadership
- Provide strategic and engineering leadership for MuleSoft and enterprise API/integration capabilities, enabling scalable connectivity across Salesforce and the broader enterprise ecosystem.
- Establish API-led integration patterns, engineering standards, governance, reusable services, and lifecycle management practices.
- Partner with architecture, data, cloud, security, and application teams to simplify integration patterns and reduce point-to-point complexity.
- Drive reuse of APIs and integration capabilities across segments to accelerate delivery and improve technology economics.
- Ensure integrations supporting mission-critical business processes are secure, resilient, observable, scalable, and operationally supportable.
- Establish a modernization roadmap addressing integration technical debt, legacy dependencies, platform currency, resiliency, and emerging business requirements.
Engineering & Delivery Management
- Lead multiple Agile teams consisting of Salesforce & Mulesoft Developers, Platform Engineers, Solution Architects, QA Engineers, Release Managers, Administrators, Scrum Masters, Product Owners
- Establish engineering excellence practices including CI/CD, DevOps, automated testing, observability, and release governance.
- Manage end-to-end delivery for large-scale technology programs and transformational initiatives.
- Ensure predictable, high-quality delivery through effective planning, risk management, and stakeholder engagement.
- Drive continuous improvement and operational excellence across engineering teams.
- Partner with Business, Finance and executive leadership on forecasting, investment planning, vendor negotiations, and cost optimization opportunities.
Strategic Leadership
- Define and execute the Salesforce CRM and Contact Center technology strategy aligned with organizational objectives.
- Develop and maintain a multi-year roadmap for Salesforce Service Cloud, Experience Cloud, Agentforce, AI, automation, and customer engagement platforms.
- Drive digital transformation initiatives that improve member, provider, broker, and customer experiences.
- Partner with executive stakeholders to prioritize investments, manage demand, and align technology initiatives with business outcomes.
- Champion innovation through AI-driven service capabilities, intelligent automation, self-service solutions, and analytics.
Platform Engineering & Architecture
- Lead engineering teams responsible for Salesforce Service Cloud and related CRM platforms.
- Establish platform architecture standards, governance models, development frameworks, and best practices.
- Ensure scalable, secure, and resilient platform architecture supporting enterprise growth.
- Drive platform modernization and optimization initiatives.
Contact Center Technology Leadership
- Own delivery and operation of Salesforce-powered contact center solutions supporting: Insurance Member Service Centers, Provider Service Centers, Claims Support Operations, Prior Authorization Support, Care Management and Customer Support teams
- Oversee integrations with: Telephony and CCaaS platforms, IVR and IVR systems, Workforce Management solutions, Knowledge Management systems, Enterprise Data Platforms, Clinical and Claims systems
- Optimize agent experiences through workflow automation, AI-assisted servicing, and intelligent routing.
Data, AI & Automation
- Leverage Salesforce Einstein, Agentforce, AI-powered service capabilities, and AI Code generation technologies to improve customer service effectiveness.
- Partner with data and analytics teams to deliver actionable insights and performance reporting.
- Promote intelligent case management and workflow automation across member and provider servicing processes.
- Enable data-driven decision making through customer interaction analytics and operational metrics.
- Ensure platform architecture meets enterprise standards for cybersecurity, data protection, privacy, identity management, resiliency, and regulatory compliance while safeguarding sensitive member, provider, and business information.
Governance, Risk & Compliance
- Establish platform governance practices supporting healthcare and insurance regulatory requirements.
- Ensure compliance with applicable security, privacy, and audit standards.
- Manage platform availability, incident response, disaster recovery, and operational risk mitigation.
- Oversee vendor management, licensing strategy, and platform cost optimization.
People Leadership
- Build, mentor, and develop a high-performing engineering and delivery organization.
- Foster a culture of innovation, accountability, collaboration, and continuous learning.
- Lead workforce planning, talent acquisition, succession planning, and leadership development initiatives.
- Establish performance management practices aligned with organizational goals.
Use your skills to make an impact
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
- 12+ years of technology leadership experience with progressive responsibility in enterprise applications and platform engineering.
- 10+ years leading Salesforce engineering, CRM platforms, or customer service technology organizations.
- Experience leading large engineering teams supporting mission-critical customer service operations.
- Deep expertise with:
- Salesforce Service Cloud
- Salesforce Platform
- Experience Cloud
- Apex
- Lightning Framework
- APIs and Integration Technologies
- DevOps and CI/CD practices
- Experience implementing and operating enterprise contact center solutions.
- Strong understanding of Agile, product-centric delivery, and engineering excellence practices.
- Proven experience managing multimillion-dollar technology programs and budgets.
Preferred Qualifications
- Insurance, Healthcare, Managed Care, or Provider Services industry experience.
- Salesforce Certified Application Architect, System Architect, or Technical Architect certifications.
- Experience supporting enterprise call center environments with thousands of agents, omni-channel customer engagement, workforce optimization, and contact center technology platforms.
- Experience with:
- Salesforce Agentforce
- Einstein AI
- CSaaS platforms like Genesys Cloud
- MuleSoft
- ServiceNow
- Azure Cloud
- Observability solutions
- Copado and Checkmarx or similar DevSecOps solutions
- Commvault, Splunk, Dynatrace for environment management and observability
- Enterprise system test data management coordination
- Salesforce release management testing
- Knowledge of healthcare and insurance business processes including claims, provider management, prior authorization, and member services.
- Experience leading enterprise-scale digital transformation initiatives.
Leadership Competencies
- Strategic Vision and Execution
- Engineering Excellence
- Customer-Centric Mindset
- Executive Communication
- Organizational Leadership
- Data-Driven Decision Making
- Change Leadership
- Innovation and Continuous Improvement
- Cross-Functional Collaboration
- Talent Development
Preferred Qualifications
- Master's degree in STEM
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$172,200 - $236,900 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About Us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
