Vice President, Customer Care Technology – Enterprise Solution Architecture

Western Union

Vice President of Engineering overseeing Care platform and customer support solutions for a global payments company. Leading technical strategy and multi-year roadmap for operational excellence in engineering.

Posted 6/23/2026full-timeAustin • Texas • 🇺🇸 United StatesLead💰 $250,000 - $290,000 per yearWebsite

Tech Stack

Tools & technologies

CloudDistributed Systems

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Paid Time Off
Medical, Dental and Life Insurance
Tuition Assistance Program
Student Loan Repayment (below manager level only)
Parental Leave
One day volunteer time off
$0 Money Transfer Fee Discount Code – Quarterly Recognition Program
“Game Changers” Employee Discount Program
Global Adoption Assistance
Global Scholarship Awards Program
401K plan

ATS Keywords

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Hard Skills & Tools

software engineeringarchitecturedistributed systemsAPI designevent-driven integrationcloud-native serviceshigh-availability systemsrelease governancerisk managementengineering standards

Soft Skills

leadershipteam buildingcommunicationstakeholder alignmentexecution through ambiguitymentoringoperational excellenceclear ownership boundariestechnical risk managementprioritization