Vice President, Customer Care Technology & Enterprise Solution Architecture

Role Responsibilities We are seeking a Vice President of Engineering to lead end-to-end engineering for our Care platform, spanning voice and chat channels, Genesys GCX integrations, virtual agent (voice/chat bot) containment, and intelligent routing to live support. This leader will own the technology strategy, execution, reliability, and evolution of the full product chain and will provide hands-on engineering guidance to multiple teams delivering customer-facing experiences and internal tooling. Scope / Platform Overview Care channels: Voice and chat customer support experiences. Genesys GCX: Contact-center platform integration supporting voice and chat. Bot containment engine: Voice and chat bot capability to deflect/contain intents, orchestrate flows, and hand off to agents when needed. Single Routing Engine (SRE): Routing service leveraging key/value pairs and business rules to locate and connect customers to the right live support resource. Cloud "single pane of glass" application (AWS): Internal agent/ops experience providing unified visibility into conversations, routing context, and tooling needed to resolve customer issues. Key Responsibilities Own engineering delivery and operational excellence for the entire Care platform value chain. Define and execute the technical strategy and multi-year roadmap in partnership with Product, CX/Operations, Security, and Architecture. Lead integration strategy and ongoing delivery for Genesys GCX, including release planning, upgrade paths, and change management. Drive containment effectiveness for the voice/chat bot engine: intent coverage, handoff quality, model/content governance, experimentation, and measurement. Own the routing architecture and evolution of the Single Routing Engine, ensuring correctness, extensibility of key/value routing signals, and fast iteration for business rules. Ensure the cloud "single pane of glass" application is performant, secure, and usable—improving agent productivity and operational visibility. Establish and enforce engineering standards for reliability (SLOs/SLIs), incident response, observability, capacity planning, and disaster recovery across all components. Build, mentor, and retain high-performing engineering leaders and teams; create clear ownership boundaries and an effective operating model. Partner with Data/Analytics to define success metrics and instrumentation across the customer journey (containment, transfer rates, AHT, CSAT drivers, routing accuracy). Manage technical risk, prioritize tradeoffs, and maintain a balanced portfolio across feature delivery, platform health, and technical debt reduction. Leadership Expectations Engineering guidance: Provide strong technical direction, architectural judgment, and coaching to help teams make sound design decisions and deliver sustainably. Customer-journey focus: Treat voice/chat experiences, containment, and routing as a single system; optimize for end-to-end outcomes, not local components. Operational rigor: Run the platform with clear ownership, metrics, and an incident learning culture. Cross-functional influence: Communicate clearly with executives and partners; translate business goals into engineering strategy and execution. Role Qualifications 10+ years of progressive software engineering leadership experience, including leading leaders (VP level) and owning mission-critical platforms. Proven experience delivering and operating customer-facing, high-availability systems with measurable reliability targets (e.g., SLOs). Strong architecture background across distributed systems, API design, event-driven integration patterns, and cloud-native services. Experience building and running contact-center and/or customer support platforms (voice and chat) and integrating with enterprise SaaS systems. Track record of leading complex integrations and platform dependencies, with effective release governance and risk management. Demonstrated ability to build teams, set engineering standards, and drive execution through ambiguity. Excellent written and verbal communication; ability to align stakeholders and clearly explain tradeoffs to technical and non-technical audiences. Preferred Qualifications Hands-on experience with Genesys (GCX/Cloud CX) or similar contact-center platforms and their voice/chat ecosystems. Experience building and operating production systems on AWS (e.g., designing cloud-native architectures, security/IAM, observability, and cost/performance management). Experience with conversational AI, virtual agents, IVR modernization, and containment strategies (including governance and measurement). Experience designing intelligent routing systems (skills-based routing, context-based routing, policy/rules engines). Deep familiarity with observability tooling (logs/metrics/traces), incident management practices, and reliability engineering. Experience building internal web applications that serve as operational consoles ("single pane of glass") for support and operations teams. Experience working in regulated environments or with strong security/privacy requirements for customer communications. Success Looks Like (First 6–12 Months) Clear ownership model and operating cadence established across voice, chat, bot containment, routing, and internal tooling teams. Platform reliability improvements with defined SLOs and observable dashboards; reduced incident frequency and faster time-to-recovery. Measured improvements in containment and handoff quality (appropriate deflection, reduced transfer friction, and improved customer outcomes). Improved routing accuracy and agility of business-rule updates with strong validation and rollback processes. A prioritized, delivered roadmap balancing feature work and platform health, with transparent stakeholder alignment. Key Partners / Stakeholders Product Management (Care channels, routing, virtual agent experiences) Customer Experience & Support Operations (contact-center operations, agent tooling, workforce needs) Security, Privacy, and Compliance (customer communications, data handling) Infrastructure/Cloud Platform (availability, scalability, cost management) Data/Analytics (instrumentation, reporting, experimentation) Enterprise Architecture and Integration teams (platform standards and shared services) Work Shift HYBRID – Western Union values in-person collaboration, problem-solving, and ideation whenever possible. The expectation is to work from the office a minimum of three days a week. Benefits Paid Time Off Medical, Dental and Life Insurance Tuition Assistance Program Student Loan Repayment (below manager level only) Parental Leave One day volunteer time off Money Transfer Fee Discount Code - Quarterly Recognition Program "Game Changers" Employee Discount Program Global Adoption Assistance Global Scholarship Awards Program 401(k) plan Access to best-in-class development platforms Short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Equal Employment Opportunity Statement We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. #J-18808-Ljbffr