Vice President, Customer Care Technology & Enterprise Solution Architecture

Western Union•Atlanta, GA

3d•$250,000 - $290,000•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Own engineering delivery and operational excellence for the entire Care platform value chain (voice, chat, bots, routing, and internal tooling).
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.