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Director, Care Engineering
Western Union
Pune, IND
Full-time
Senior · 15+ years experience
Hybrid
Discovered 3 days ago
Genesys Cloud CXAWSJavaSpring BootReactTypeScript
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Role Responsibilities
- As Director, Care Engineering you will help transform the technology that powers every moment of our agents and customer’s journey from onboarding and service to analytics and loyalty. You will be a high performing engineering leader delivering the following:
- Build, lead, and retain a high-performing engineering team in Pune and inspire collaboration across VCSR, CAMS, and adjacent care platforms.
- Lead application and platform engineering for VCSR (voice + chat bot) and CAMS case management capabilities under Customer Experience Technology.
- Incubate and scale responsible AI capabilities (large language model agents, predictive workflows, adaptive routing) that accelerate time to value while meeting strict ethics, privacy, and governance standards.
- Stakeholder and executive engagement including program and portfolio leadership
- Vendor management and budget management including M&A and integration leadership
- Skilled at articulating technical direction and influencing execution — able to operate with ease from engineer to architect to executive.
- Action-oriented and passionate about resolving ambiguity in who owns what across platform and application boundaries.
- Able to motivate an engineering team to build simple, deterministic, production-ready solutions rather than fragile or duplicative fixes.
- Advanced practitioner of structured incident response : understands what breaks without an onshore technical presence and designs against it.
- A good collaborator who partners with the VP, Customer Experience Technology and Pune site leadership to deliver against a shared reference architecture and containment mandate.
Role Requirements
- 15+ years in technology leadership and relevant experience in Enterprise technology transformation and modernization
- Expertise in Customer experience/contact center/CRM
- Knowledge of Cloud and modern architecture
- Experience in Budget and vendor management
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