Vice President, Interaction Management System

Who We Are

At State Street Corp Investment Services Technology, we are committed to delivering exceptional client service and operational excellence. The Interaction Management System is a mission-critical enterprise platform that manages high volumes of interactions from both internal and external parties, automates work item routing to operations teams, and supports core workflows across the organization. We are investing in the next generation of this platform—modern, cloud-native, and powered by artificial intelligence—and we’re seeking a hands-on, technically strong Vice President to lead its transformation and oversee the continued success of the existing system.

Why This Role Is Important to Us

The Interaction Management System enables the seamless intake, classification, routing, and resolution of business interactions. It plays a central role in ensuring timely responses to clients, efficient processing by operations teams, and full visibility across service workflows. The next-generation platform will introduce agentic flows powered by artificial intelligence, enabling automatic inquiry classification and resolution. As Vice President, you will be responsible for strategic leadership, technical execution, and delivery across this entire ecosystem.

What You Will Be Responsible For

Strategic Leadership and Vision

• Define and execute the roadmap for modernizing the Interaction Management System

• Balance long-term transformation goals with the stability and performance of the existing platform

Hands-On Technical Direction

• Actively engage in architecture reviews, design sessions, and solution development

• Provide leadership across the full development lifecycle—from design to deployment and support

Artificial Intelligence and Workflow Automation

• Integrate artificial intelligence to power agentic workflows, enabling the system to automatically classify, route, and resolve inquiries

• Drive automation and intelligent routing to improve efficiency and reduce manual effort

Stakeholder and Business Engagement

• Collaborate with client service, operations, technology, and executive leadership teams to ensure the platform meets evolving business needs

• Translate business objectives into actionable technology strategies

Team Leadership and Agile Execution

• Lead cross-functional Agile teams including software development, DevOps, quality assurance, and business analysts

• Foster a high-performing culture focused on delivery, innovation, and continuous improvement

Required Technical Expertise

Software Development:

• Strong experience with Java and J2EE architecture and development

• Familiarity with Python for scripting and integration

• JavaScript experience is a plus, particularly for front-end or user interface development

Database and Data Modeling:

• Deep knowledge of Oracle and PostgreSQL, including complex stored procedures

• Experience in data modeling, schema design, and performance optimization

• Exposure to Snowflake is a strong plus

Cloud and Infrastructure:

• Hands-on experience with Microsoft Azure cloud services and Kubernetes for container orchestration

• Understanding of microservices architecture and CI/CD (continuous integration and deployment) pipelines

Integration and Messaging:

• Strong experience working with Kafka for real-time messaging and event-driven architecture

• Proficiency in building and consuming RESTful APIs, with a solid understanding of API design and security best practices

Artificial Intelligence and Automation:

• Familiarity with artificial intelligence, machine learning, and natural language processing concepts

• Experience integrating AI into enterprise systems for classification, decision-making, or workflow automation is a plus

What We Value

Hands-On Technology Leadership

• Ability to lead complex enterprise platforms while actively participating in design and architecture

• A balance of strategic vision and day-to-day technical problem-solving

Client and Operations Focus

• Deep understanding of client service processes and operational workflows

• Ability to design systems that improve user experience, transparency, and productivity

Agile Delivery and Communication

• Strong Agile delivery experience, including sprint planning, backlog management, and iterative delivery

• Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels

Education and Experience Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (Master’s preferred)

• 10+ years of hands-on software development experience, with increasing leadership responsibility

• Prior experience delivering enterprise-scale systems in financial services or similarly complex environments is highly desirable

Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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