Vice President, Customer Care Technology & Enterprise Solution Architecture

Western Union

Base: $250,000-$290,000 py; bonus/equity: includes...
Hybrid
10+ years software engineering leadership
Genesys gcx contact center integration
High-availability distributed systems architecture
This role requires a leader to own the technology strategy, execution, and reliability of the entire Care platform value chain spanning voice, chat, bots, and routing

Job Summary

  • This role requires a leader to own the technology strategy, execution, and reliability of the entire Care platform value chain spanning voice, chat, bots, and routing.
  • The successful candidate will define and execute a multi-year technical roadmap while ensuring high availability and measurable reliability targets for customer-facing systems.
  • Benefits include short-term incentives, multiple health insurance options, tuition assistance, student loan repayment, and a $0 money transfer fee discount code.

Matching Summary

This role requires a leader to own the technology strategy, execution, and reliability of 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: Medical, Dental, Life Insurance, 401K, Tuition Assistance

Skills & Requirements

Must-have

  • 10+ years software engineering leadership
  • Genesys GCX contact center integration
  • High-availability distributed systems architecture
  • AWS cloud-native service design
  • Conversational AI and bot containment strategy
  • Intelligent routing system development

Nice-to-have

  • Experience with regulated environments
  • Strong incident learning culture
  • Cross-functional executive communication
  • Internal web application development
  • Cost/performance management in cloud

Key Requirements

  • 10+ years progressive software engineering leadership experience
  • Proven track record leading leaders at VP level
  • Experience delivering mission-critical customer-facing platforms
  • Strong background in API design and event-driven patterns

Work Rights

Not specified

Tailored Resume

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