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
• Executive communication skills
• Experience with Genesys Cloud CX, AWS (EKS, RDS), Java/Spring Boot, React/TypeScript, and deterministic AI/Bedrock integration patterns; Gen AI/Gen AI-adjacent experience is a plus.

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life
insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your India specific benefits include:

• Employees Provident Fund [EPF]
• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Checkup
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to [email protected].

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.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.