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Conversational AI & Language Engineering Lead

Pennington, New Jersey;Chicago, Illinois; Richmond, Virginia; Charlotte, North Carolina

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Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Conversational AI & Language Engineering Lead

This job is responsible for defining and leading the engineering approach for complex features to deliver significant business outcomes. Key responsibilities of the job include delivering complex features and technology, enabling development efficiencies, providing technical thought leadership based on conducting multiple software implementations, and applying both depth and breadth in a number of technical competencies. Additionally, this job is accountable for end-to-end solution design and delivery.

Job Description:

The Conversational AI & Language Engineering role, is a senior leadership position, responsible for setting the technical vision, managing teams, and ensuring the long-term health and performance of the machine learning capabilities powering Bank of America's employee facing Virtual Assistant.

This role is leadership first: accountable for strategy, governance, prioritization, and outcomes across natural language understanding (NLU), speech recognition, and LLM based capabilities.

Additionally, this job is accountable for end-to-end solution design and delivery.

Key Responsibilities

Technology Leadership & Ownership

Own the end-to-end technical strategy for language engineering, NLU, and conversational AI across web, mobile, and voice channels.

Define and evolve the intent portfolio and domain coverage (e.g., technology, human resources), ensuring alignment between conversation design, business needs, and ML capabilities.

Establish standards and best practices for model quality, evaluation, telemetry, and lifecycle management.

Provide senior-level technical oversight for model design, training approaches, performance tradeoffs, and production readiness.

Serve as the accountable owner for model governance, including current and future registered models.

Help transition a mature deterministic solution with over 650 capabilities to leverage Generative and Agentic AI.

Strategy, Roadmap & Stakeholder Partnership

Define the conversational AI roadmap, integrating traditional NLU techniques with LLM and GenAI capabilities where appropriate.

Partner with product owners, UX researchers, data scientists, and engineering leaders to shape the "brain" of the virtual assistant.

Translate complex technical topics into clear, executive-level communication for stakeholders and leadership.

Identify systemic gaps or underperforming areas through analytics and conversation monitoring and drive multi-quarter improvement plans.

Required Skills & Experience

Proven experience leading teams delivering conversational AI, NLP, or language-driven ML solutions.

Strong background in natural language processing, intent classification, and speech recognition, with the ability to guide others rather than execute all work personally.

Experience shaping and executing technical strategy across multiple domains and channels.

Familiarity with LLMs and GenAI, including their application, limitations, and governance considerations in enterprise environments.

Working knowledge of Python, ML workflows, and evaluation techniques sufficient to provide technical leadership and oversight.

Experience with Agile and DevOps operating models.

Strong analytical thinking, decision-making, and executive communication skills.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

View your "Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf) " poster.

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.