Customer Engineering – Director Full Time NEW

Job Description

The Opportunity

“The Customer Engineering Director is a force multiplier who ensures customers not only design the right solutions but also operate them effectively at scale. This role combines architectural depth with operational rigor to drive sustained customer value, platform adoption, and innovation across FICO’s ecosystem. You work in high-ambiguity environments where business strategy, technical architecture, and operating models are undefined or evolving — owning both what customers build and how they run it across a defined portfolio of complex accounts.” – VP, Customer Engineering.

What You’ll Contribute

• Act as a trusted advisor to senior technical and business stakeholders, shaping enterprise decisioning and analytics strategies using FICO solutions. Lead end-to-end engagements spanning architecture design, operational readiness, and lifecycle optimization — translating complex business objectives such as fraud mitigation, credit decisioning, and customer lifecycle optimization into scalable solution architectures and operating models. Define and enforce measurable KPIs across availability, performance, model accuracy, cost, and business impact, while anticipating and mitigating risks including resiliency gaps, model drift, data dependencies, and regulatory constraints.
• Operate with full autonomy and high judgment, owning the combined architecture and operational strategy for complex customer programs. Serve as a cross-functional leader aligning Sales, Product, Engineering, Solution Support, Partners, and Professional Services around unified customer outcomes. Build relationships with Director and VP-level stakeholders, and develop repeatable patterns, playbooks, and reference architectures for decisioning platforms, fraud systems, and analytics pipelines.
• Act as the voice of the customer, synthesizing feedback across engagements into clear requirements for Product and Engineering. Influence the roadmap of FICO platforms by contributing to product definition, prioritization, and trade-off decisions. Lead initiatives that improve organizational readiness for complex deployments including cloud adoption, hybrid architectures, and regulatory compliance, and identify and close systemic gaps in architecture patterns, operational practices, or customer enablement.
• Establish yourself as a recognized authority in decisioning, analytics, and operational excellence within FICO’s domains. Create and curate high-impact technical content such as reference architectures, workshops, and case studies. Represent FICO at customer events, technical forums, and educate internal and external stakeholders on emerging trends including AI/ML in decisioning, real-time fraud detection, and cloud-native architectures.
• Own escalation and incident management across assigned complex, high-ambiguity accounts, serving as the senior technical point of accountability for high-impact incidents from triage through resolution and prevention. Coordinate cross-functional response efforts spanning Product, Engineering, Solution Support, and Professional Services, and translate individual incident outcomes into systemic improvements to architecture, operational practices, and customer enablement. Drive measurable reduction in recurring escalation patterns and incident frequency across the portfolio.
• Mentor Senior Customer Engineers and Lead Customer Engineers, contributing to talent development and technical bar raising. Strengthen the broader technical community by fostering knowledge sharing, reusable assets, and best practice adoption.

What We’re Seeking

• Extensive experience in a senior technical customer-facing role such as Customer Engineering, Solutions Architecture, or Technical Advisory within enterprise software, SaaS, or decisioning and analytics platforms.
• Demonstrated ability to design and govern scalable, resilient, and compliant solution architectures across cloud and hybrid environments, with strong command of decisioning platforms, fraud systems, analytics pipelines, APIs, and integrations.
• Proven track record of building trusted advisor relationships with Director and VP-level stakeholders, driving consensus across organizational boundaries and aligning technology strategy with measurable business outcomes.
• Strong diagnostic and systems-thinking skills with the ability to anticipate risk, assess architectural and operational gaps, and develop actionable solutions in complex, ambiguous environments.
• Comfortable leading across Customer Success, Sales, Product, Engineering, and Professional Services to advocate for the customer and drive cohesive, outcome-oriented execution at scale.
• Excellent written and verbal communication skills with the ability to produce and present field-relevant technical content for both technical and non-technical audiences.
• A proactive, self-motivated approach with a passion for continuous learning and staying ahead of emerging trends in AI/ML decisioning, fraud detection, cloud-native architectures, and regulatory developments.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.