Job Summary:
Bank of America is committed to helping make financial lives better through every connection. The Conversational AI & Language Engineering Lead is responsible for defining and leading the engineering approach for complex features, managing teams, and ensuring the long-term health of machine learning capabilities powering the employee-facing Virtual Assistant.
Responsibilities:
• 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.
• 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.
Qualifications:
Required:
• 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.
Company:
Bank of America is a financial institution that offers credit cards, home loans, and auto loan services. Founded in 1998, the company is headquartered in Charlotte, USA, with a team of 10001+ employees. The company is currently Late Stage.