Conversational AI & Language Engineering Lead

Bank of America is committed to helping make financial lives better through the power of every connection. The Conversational AI & Language Engineering Lead will define and lead the technical vision for language engineering and conversational AI, ensuring high-quality delivery and managing a specialized team of language engineers and ML practitioners.

Responsibilities:

• Ensures that the design and engineering approach for complex features are consistent with the larger portfolio solution
• Define the technology tool stack for the solution and evaluate and adapt new testing tool/framework/practices for team(s)
• Enables team(s)/applications with Continuous Integration/Continuous Development (CI/CD) capabilities and engages with other technical stakeholders pertaining to efficient functioning of CI-CD pipeline
• Guides and influences team(s) on design and best practices for high code performance –e.g. pairing, code reviews
• Provides end-to-end delivery of complex features, including automation, for either a single team or multiple teams, at the program level
• Conducts research, design prototyping and other exploration activities such as evaluating new toolsets and components for release management, CI/CD, and features
• Works with stakeholders to establish high-level solution needs and with architects for technical requirements
• 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
• Lead and develop a specialized, medium‑sized team of language engineers and ML practitioners
• Set clear priorities, expectations, and success metrics for the team, balancing delivery, quality, and innovation
• Coach and mentor senior and mid‑level engineers, raising the overall technical bar and creating clear growth paths
• Ensure sustainable operating models that support scale, reliability, and continuous improvement
• 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