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About the Role

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.

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.

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.

Skills

Genesys (GCX/Cloud CX) or similar contact-center platforms and their voice/chat ecosystems
Building and operating production systems on AWS (e.g., designing cloud-native architectures, security/IAM, observability, and cost/performance management)
Conversational AI, virtual agents, IVR modernization, and containment strategies (including governance and measurement)
Designing intelligent routing systems (skills-based routing, context-based routing, policy/rules engines)
Observability tooling (logs/metrics/traces), incident management practices, and reliability engineering
Building internal web applications that serve as operational consoles (“single pane of glass”)
Working in regulated environments or with strong security/privacy requirements for customer communications

Location

HYBRID

Work Type

HYBRID

Experience Level

VP level
10+ years of progressive software engineering leadership experience

Salary/Compensations

$250,000-$290,000 per year

Benefits

Short-term incentives
Multiple health insurance options
Accident and life insurance
Access to best-in-class development platforms
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

About the Company

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible.

Equal Opportunity

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.