Director of Engineering Operations

Director of Engineering Operations Important Note: This role is only open to candidates located in Poland, Estonia, Czechia, and Lithuania. VCloud is a global AI‑powered contact center and automation platform serving enterprise clients in healthcare, pharma, and regulated industries. We are expanding our engineering leadership team and seeking a Director of Engineering Operations to improve delivery discipline, optimize engineering and AI/ML processes, and ensure predictable, high‑quality execution across all technical teams. This role requires a leader who naturally brings structure, ownership, and operational clarity to complex engineering and AI environments. You will work across Engineering, DevOps, QA, DataOps, IVR, and AI/ML teams to elevate performance, reliability, and delivery consistency. Responsibilities Engineering Operations & Delivery Establish a unified operating rhythm across Engineering, DevOps, QA, DataOps, and AI/ML teams. Ensure all workstreams have clear ownership, deadlines, expectations, and status transparency. Drive execution predictability, reduce delivery friction, and enforce disciplined workflows. Improve release processes, readiness checks, and deployment coordination. Coordinate delivery of AI/ML workflows, including full lifecycle of LLM integrations. Oversee evaluation, QA, and deployment of conversational AI, speech analytics, and automation models. Work with AI engineering to improve model accuracy, containment, automation rates, and monitoring. Ensure secure, compliant handling of data used in AI training and inference (HIPAA, GDPR, GxP). Platform Reliability & Systems Operations Maintain platform uptime ≥ 99.9% through strong monitoring, alerting, and incident response. Reduce MTTR with structured escalation and fast, coordinated resolution. Enforce release traceability, version controls, rollback procedures, and documentation. Oversee stability of IVR flows, AI pipelines, and customer‑facing automation systems. Cross‑Team Coordination Translate product priorities into detailed engineering and AI delivery plans. Ensure alignment between AI, engineering, data, infrastructure, DevOps, QA, and TPM teams. Improve communication flow and reduce cross‑functional bottlenecks. Provide leadership visibility into progress, risks, and corrective actions. Team Performance & Culture Raise expectations for communication, accountability, and follow‑through. Coach team leads; strengthen operational discipline and technical rigor. Build a culture of ownership, clarity, and disciplined execution. Address underperformance quickly and professionally. Success Metrics Fully documented, audit‑ready operational processes Improved engineering throughput and cycle time Education Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field preferred. Equivalent experience is fully acceptable — proven leadership and execution matter more than formal credentials. Certifications in cloud, DevOps, AI/ML, or related disciplines are a plus but not required. Requirements 10+ years in engineering, DevOps, SRE, or technical operations leadership roles. Hands‑on experience deploying AI/ML or LLM‑powered systems into production. Strong background in cloud environments (AWS/Azure/GCP), CI/CD automation, monitoring, and release management. Proven track record enforcing structure, discipline, and operational maturity. Experience leading distributed engineering teams across multiple functions. Exceptional communication, prioritization, and coordination skills. Why Join VCloud Work with modern AI, automation, and cloud infrastructure. High‑impact leadership role shaping engineering discipline and delivery quality. Global, fast‑paced environment with real technical challenges and autonomy. Opportunity to elevate how engineering and AI teams operate at scale. Referrals increase your chances of interviewing at VCloud by 2x. Seniority level: Not Applicable Employment type: Full‑time Job function: Information Technology Industries: Telecommunications and Telephone Call Centers #J-18808-Ljbffr