Vice President, Customer Care Technology & Enterprise Solution Architecture

Western Union

Unknown, Unknown, United States
Base: $250,000-$290,000 py; bonus/equity: includes...
Hybrid
10+ years software engineering leadership experience
Genesys gcx contact center platform integration
Aws cloud-native architecture and security
This role requires a leader to own the technology strategy and execution for the entire Care platform value chain spanning voice, chat, bots, and routing

Job Summary

  • This role requires a leader to own the technology strategy and execution for the entire Care platform value chain spanning voice, chat, bots, and routing.
  • The successful candidate will establish engineering standards for reliability, define SLOs, and drive operational excellence across distributed systems on AWS.
  • Benefits include short-term incentives, multiple health insurance options, tuition assistance, and a $0 money transfer fee discount code.

Matching Summary

This role requires a leader to own the technology strategy and execution for the entire Care platform value chain spanning voice, chat, bots, and routing.

Salary

Base: $250,000-$290,000 per year; Bonus/Equity: Includes short-term and long-term incentives; Benefits: Health insurance, 401K, Tuition Assistance, Paid Time Off

Skills & Requirements

Must-have

  • 10+ years software engineering leadership experience
  • Genesys GCX contact center platform integration
  • AWS cloud-native architecture and security
  • High-availability system reliability SLOs
  • Conversational AI and bot containment strategies
  • Intelligent routing engine architecture

Nice-to-have

  • Experience with regulated environments
  • Strong incident learning culture
  • Internal web application development
  • Cross-functional executive communication
  • Team mentorship and retention focus

Key Requirements

  • 10+ years progressive software engineering leadership
  • Proven track record leading mission-critical platforms
  • Experience building high-availability customer-facing systems

Work Rights

Not specified

Tailored Resume

Cover Letter