Senior Director, Customer Engineering

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 Senior Director of Customer Engineering operates at the intersection of strategy, architecture, and commercial growth — influencing not just individual accounts but segments, industries, and FICO's platform direction. This role represents the highest individual contributor tier before the VP of Customer Engineering and is reserved for engineers whose impact spans the portfolio. You shape both what customers build and how they operate it at enterprise scale, while beginning to influence how FICO is positioned and adopted across broader customer landscapes.

What You'll Contribute

•  Amplify Customer Outcomes: Act as a strategic trusted advisor to VP and C-suite-adjacent stakeholders, shaping multi-year technology roadmaps and enterprise decisioning strategies anchored on FICO platforms. Lead the highest-complexity, highest-ambiguity engagements end-to-end — spanning architecture, operating model design, and commercial outcomes — and translate complex, cross-functional business objectives into scalable solution architectures that drive fraud reduction, credit risk optimization, customer growth, and regulatory adherence. Anticipate and shape technology choices before customers fully articulate them, enabling earlier and more strategic alignment with FICO.

• Deliver with Execution Excellence: Operate with exceptional autonomy and judgment across FICO's most strategically important and complex customer programs. Build deep relationships with VP and executive-level stakeholders, driving consensus across organizational and geographic boundaries. Develop and scale repeatable executive engagement patterns, strategic account frameworks, and reference architectures that can be applied across FICO's most important opportunities. Serve as the senior cross-functional leader aligning Sales, Product, Engineering, Solution Support, Professional Services, and Partners around unified, long-term customer outcomes.

• Scale Organizational Capability: Influence the roadmap of FICO platforms by shaping investment themes, product direction, and key trade-offs across decisioning, fraud, analytics, and Intelligent Decisions. Drive portfolio-level patterns — reusable architectures, playbooks, and operating models — adopted across multiple accounts and geographies. Contribute to strategic planning, balancing short-term customer needs with long-term platform evolution, and identify systemic gaps across architecture patterns, operational practices, or customer enablement — then lead programs to close them.

• Drive Thought Leadership: Establish yourself as a widely recognized authority both internally and in the broader market, representing FICO at industry forums, customer summits, and executive briefings. Develop and champion strategic points of view on decisioning, analytics, AI/ML, fraud, and platform modernization that influence customer and market direction. Create high-impact executive content such as vision papers, reference architectures, and industry-specific narratives that help customers make major investment decisions, and build mechanisms that enable others to produce high-quality, scalable thought leadership artifacts.

• Escalation and Incident Management: Own escalation strategy and incident management governance across a portfolio of strategic accounts, ensuring escalation practices are consistent, well-governed, and aligned with FICO's delivery-excellence standards. Engage directly with VP and executive-level customer stakeholders during high-impact incidents to provide clarity and confidence around resolution paths. Influence Product and Engineering prioritization by translating recurring escalation themes into clear product requirements and roadmap input, and establish scalable frameworks for escalation tracking, root-cause analysis, and prevention that can be adopted across segments and geographies.

• Mentor & Develop Talent: Mentor Principal Customer Engineers, Senior Customer Engineers, and other contributors, actively raising the technical and customer-advisory bar across the broader customer engineering community. Help shape the next generation of strategic technical advisors within FICO through coaching, sponsorship, and knowledge sharing. 

What We're Seeking

• Executive-Adjacent Technical Leadership: Extensive experience operating as a principal or staff-level individual contributor with a proven track record of advising VP and senior executive stakeholders on technology and platform strategy within complex, multi-stakeholder enterprise environments.

• Strategic Architecture & Portfolio Impact: Demonstrated ability to design and govern multi-year technology roadmaps and platform adoption strategies that directly drive ARR expansion, renewal protection, and net-new product adoption across a portfolio of strategic accounts — not just individual engagements.

• Cross-Segment Influence: Proven ability to influence how FICO is positioned and adopted across segments, industries, or regions, shaping adoption patterns and architectural standards that scale beyond any single customer relationship.

• Thought Leadership & Market Presence: Recognized internally and externally as a thought leader in decisioning, analytics, fraud, and platform modernization, with a strong track record of creating high-impact executive content and representing the organization at industry forums and customer summits.

• Cross-Functional Leadership & Alignment: Exceptional ability to align Sales, Product, Engineering, Professional Services, and Partners around unified strategic outcomes, simplifying complex, multi-dimensional challenges into clear, executable paths.

• Innovation & Platform Vision: Ability to identify emerging market shifts and translate them into new adoption strategies, innovation opportunities, and long-term platform positioning, with a track record of contributing to product and roadmap direction at an early and influential stage.

• Program & Change Management: Deep familiarity with enterprise-scale change management including guiding customers through complex, multi-year technical transformations such as platform migrations, cloud adoption programs, and regulatory compliance initiatives.

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.

• The targeted base pay range for this role is: $119,000 to $187,000 with this range reflecting differences in candidate knowledge, skills and experience.

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Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

•    Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.

•    Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.

•    Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career.  Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

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