Own the full technology strategy, roadmap, and delivery for customer care platforms and solutions.
Implement AI-driven automation, advanced analytics, and modernized workflows to reduce cost-to-serve and elevate customer experience.
Align customer care technology investments with business objectives, operational outcomes, and global support strategies.
Establish, grow, and lead the enterprise Solution Architecture practice across Western Union’s global technology landscape.
Define architectural frameworks, standards, governance models, and reference architectures for all systems supporting money transfer services.
Oversee a team of architects designing end-to-end solutions across domains including payments, compliance, digital channels, customer care, and internal platforms.
Ensure architectural scalability, security, performance, and long-term sustainability across all solutions.
Lead and inspire globally distributed engineering and architecture teams of 100+ professionals.
Partner closely with the CIO, COO, CEO, and senior leadership to align technology strategy with corporate and operational priorities.
Serve as a trusted advisor on emerging technology trends, enterprise design patterns, and innovation opportunities.
Manage global delivery teams and strategic outsourcing partners to ensure execution excellence.
Drive efficiency, reliability, quality, and scalability across technology programs.

Requirements

15+ years of progressive leadership in enterprise technology, engineering, and architecture.
Proven success leading large global engineering and architecture teams.
Hands-on software development experience earlier in career, with the ability to engage deeply on technical topics.
Expertise designing and governing large-scale enterprise or financial/transactional systems.
Deep knowledge of modern architectures (cloud-native, microservices, API-driven).
Strong understanding of AI/ML applications, automation technologies, and customer care optimization.
Familiarity with payments ecosystems, compliance platforms, and high-volume global transaction systems.
Exceptional ability to collaborate with and influence C-suite and senior executives.
Strong vendor management, negotiation, and strategic communication skills.
Demonstrated ability to lead large, diverse, globally distributed teams.

Benefits

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Hard Skills & Tools

AI-driven automationadvanced analyticsarchitectural frameworkscloud-native architecturesmicroservicesAPI-driven systemssoftware developmententerprise design patternscustomer care optimizationfinancial systems

Soft Skills

leadershipcollaborationinfluencevendor managementnegotiationstrategic communicationinspirationexecution excellenceteam managementproblem-solving