FICO
analytics software
CustomerEngineeringDirector
Neural analysis suggests this role is
optimal for Director candidates.
“Customer Engineering Director at FICO. Skills: Customer Engineering, Solutions Architecture, Technical Advisory, enterprise software, SaaS, decisioning and analytics platforms, scalable solution architectures, operational strategy, cross-functional leadership, stakeholder relationship management. 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 d”
What You'll Achieve.
drive sustained customer value; platform adoption; innovation across FICO's ecosystem; measurable KPIs across availability, performance, model accuracy, cost, and business impact; measurable reduction in recurring escalation patterns and incident frequency across the portfolio
Industry & Context.
diagnostic and systems-thinking skills; ability to anticipate risk, assess architectural and operational gaps, and develop actionable solutions in complex, ambiguous environments.
What They're Looking For.
Must Have
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 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., 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.
What You'll Do.
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.
Define and enforce measurable KPIs across availability
Anticipate and mitigate risks including resiliency gaps
and regulatory constraints.
Operate with full autonomy and high judgment
owning the combined architecture and operational strategy for complex customer programs.
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
and trade-off decisions.
Lead initiatives that improve organizational readiness for complex deployments including cloud adoption
and regulatory compliance.
Identify and close systemic gaps in architecture patterns
operational practices
or customer enablement.
Establish yourself as a recognized authority in decisioning
and operational excellence within FICO's domains.
Create and curate high-impact technical content such as reference architectures
Represent FICO at customer events
and educate internal and external stakeholders on emerging trends.
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
and Professional Services.
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
and best practice adoption.
How You'll Work.
Team & Collaboration
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.; Coordinate cross-functional response efforts spanning Product, Engineering, Solution Support, and Professional Services.; Strengthen the broader technical community by fostering knowledge sharing, reusable assets, and best practice adoption.
Communication Scope
Excellent written and verbal communication skills; ability to produce and present field-relevant technical content for both technical and non-technical audiences
Process & Methodology
end-to-end engagements, lifecycle optimization, complex customer programs, complex deployments, incident management
Full Job Description
**FICO (NYSE: FICO)** is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential! **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
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