Customer Engineering Director

Responsibilities

• Act as a trusted advisor to senior technical and business stakeholders to shape enterprise decisioning and analytics strategies.
• Lead end-to-end engagements spanning architecture design, operational readiness, and lifecycle optimization.
• Define and enforce measurable KPIs across availability, performance, model accuracy, and business impact.
• Own the combined architecture and operational strategy for complex customer programs in high-ambiguity environments.
• Serve as the voice of the customer by synthesizing feedback into requirements for Product and Engineering teams.
• Manage escalations and incidents for high-impact accounts, coordinating cross-functional response efforts.
• Mentor Senior and Lead Customer Engineers to raise the technical bar and foster knowledge sharing.

Requirements

• Extensive experience in a senior technical customer-facing role such as Customer Engineering, Solutions Architecture, or Technical Advisory.
• Proven ability to design and govern scalable, resilient solution architectures across cloud and hybrid environments.
• Strong command of decisioning platforms, fraud systems, analytics pipelines, APIs, and integrations.
• Demonstrated track record of building relationships with Director and VP-level stakeholders.
• Strong diagnostic and systems-thinking skills to assess architectural and operational gaps.
• Excellent written and verbal communication skills for producing technical content and presenting to diverse audiences.

About the Company

FICO is a leading global analytics software company helping businesses in over 100 countries make better decisions. From credit scoring to fraud detection and lending, FICO's solutions are integral to the global economy, protecting billions of payment cards and supporting major financial institutions worldwide.