AVP Agent Assist

Job Description:

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The AVP, Software Engineering for Agent Assist Solutions leads engineering strategy and execution for the Agent Assist suite-a flagship AI product focused on transforming customer engagement in healthcare. This leader owns all aspects of engineering for Agent Assist, driving delivery and innovation within a matrixed, cross-functional team.

Key Responsibilities

Technical Leadership

* Develop and execute the technical roadmap for Agent Assist, ensuring robust, scalable, and secure solutions.

* Architect and deliver production-grade AI features leveraging GCP, Python, Vertex AI, Gemini, and CES.

* Partner with AI Platform team, Product, UX, and Data Science as a technical stakeholder in roadmap and prioritization.

Operational Oversight

* Lead 4-6 dedicated engineering teams (6-10 members each, mix of associates and contractors).

* Manage engineering budgets, resource allocation, and operational excellence.

Compliance & Governance

* Ensure all solutions meet HIPAA, SOC2, and SOX compliance requirements.

* Champion responsible and ethical AI practices, embedding these principles into development workflows.

Collaboration

* Drive matrixed collaboration with product, UX, data science, and operations, aligning efforts to deliver cohesive solutions.

* Effectively communicate engineering strategy and progress to executive leadership and stakeholders.

Enterprise Architecture Influence

* Shape architectural standards across the organization, ensuring interoperability, scalability, and resilience for AI-driven solutions.

Change Management & Organizational Influence

* Skilled at driving cultural and process transformation across matrixed teams.

Vendor & Ecosystem Strategy

* Experience negotiating and managing strategic partnerships with cloud providers, AI vendors, and integrators.

Strategic Impact

* Deploy Agent Assist to production, achieving reductions in Average Handle Time (AHT), minimizing callbacks, and expanding adoption across voice and online channels.

* Deliver innovative features beyond baseline to differentiate offerings and unlock new value.

* Influence enterprise-wide AI governance, advocating for responsible adoption and best practices.

Qualifications

* 10+ years in software engineering, including 5+ years in senior technical leadership.

* Demonstrated success delivering AI-driven platforms in production, ideally within healthcare.

* Deep experience with GCP, Python, and AI/ML tools (Vertex AI, Gemini, CES).

* Strong leadership, communication, and stakeholder management skills.

* Understanding of healthcare compliance frameworks and ethical AI practices.

Success Metrics (First 12 Months)

* Agent Assist live in production, with measurable reductions in AHT and callbacks.

* Delivery of innovative, differentiated features.

* Increased adoption of Agent Assist across online channels.

Why This Role Matters
This AVP role is critical in delivering a transformative customer experience for healthcare, ensuring competitive advantage in an AI-first marketplace. The successful candidate will not only deliver a flagship product but also shape the foundation for responsible, enterprise-scale AI adoption.

Use your skills to make an impact

Required Qualifications
* Bachelor's degree
* 10 or more years of technical experience
* 8 or more years of management experience
* Broad understanding of Information Technology solutions including technologies, platforms, applications and capabilities
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

* Master's Degree
* 3 or more years of IT Management experience

Additional Information

Scheduled Weekly Hours
40

Pay RangeThe 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.

$208,500 - $286,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of BenefitsHumana, 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, volunteer time off, 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.

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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