Vice President, Customer Care Technology & Enterprise Solution Architecture
Western Union · Austin, Texas, US
Role Responsibilities We are seeking a Vice President of Engineering to lead end-to-end engineering for our Care platform, spanning voice and chat channels,...
Job description
Role Responsibilities 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. Key Responsibilities: - Own engineer...