Director, Care Engineering

westernunion; India; On-site; INR 3,500,000 - 6,000,000; Full time

Benefits offered by this job

EPF (Employees Provident Fund)

Gratuity Payment

Public holidays

Annual Leave, Sick leave, Compensatory

Annual Health Checkup

Hospitalization Insurance Coverage (M)

Group Life Insurance, Group Personal A

Cab Facility

Relocation Benefit

Job summary

Western Union is seeking a Director, Care Engineering to transform the technology powering our agents and customers across onboarding, service, analytics and loyalty.

You will build and lead a Pune-based engineering team, drive platform engineering for VCSR and CAMS, and incubate responsible AI capabilities with strong ethics and governance. This role partners with CX Technology leadership to deliver a shared reference architecture.

Qualifications

• 15+ years in technology leadership and enterprise modernization.
• Expertise in customer experience / contact center / CRM.
• Knowledge of cloud and modern architectures.
• Experience in budget and vendor management.
• Executive communication skills.
• Experience with Genesys Cloud CX and AWS stack.
• Gen AI / Gen AI-adjacent experience is a plus.

Responsibilities

• Build and retain a high-performing engineering team in Pune.
• 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 while meeting 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.
• Articulate technical direction and influence execution across engineer to executive levels.
• Collaborate with Pune site leadership to follow a shared reference architecture and containment mandate.

Skills

Tech leadership

CX/CRM expertise

Cloud architecture

Executive communication

Budget & vendor mgmt

Gen AI integration

Tools

Genesys Cloud CX

AWS (EKS, RDS)

Java/Spring Boot

React/TypeScript

Bedrock integration

Job description

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.

• 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

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.

Benefits

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

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Estimated Job Posting End Date:09-17-2026 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.