Vice President, Customer Care Technology & Enterprise Solution Architecture

759

Unknown, US
Base + incentives: $250,000-$290,000 py; short-ter...
Hybrid
10+ years software engineering leadership
Genesys gcx contact center integration
Voice and chat customer support systems
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 define multi-year roadmaps in partnership with Product, CX, Security, and Architecture teams while ensuring high availability and reliability.
  • 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 and execution for the entire Care platform value chain spanning voice, chat, bots, and routing.

Salary

Base + Incentives: $250,000-$290,000 per year; Short-term and long-term incentives included; Benefits: Medical, Dental, Life, 401K, Tuition Assistance

Skills & Requirements

Must-have

  • 10+ years software engineering leadership
  • Genesys GCX contact center integration
  • Voice and chat customer support systems
  • AWS cloud-native architecture design
  • Single Routing Engine development
  • Bot containment and intent orchestration
  • SLO/SLI reliability engineering standards

Nice-to-have

  • Conversational AI and virtual agent experience
  • Skills-based and context-aware routing
  • Regulated environment security compliance
  • Internal web application console building
  • Incident learning culture promotion
  • Cross-functional executive communication

Key Requirements

  • 10+ years progressive software engineering leadership
  • Experience leading leaders at VP level
  • Proven track record with mission-critical platforms
  • Strong background in distributed systems and API design

Work Rights

Not specified

Tailored Resume

Cover Letter