Solutions Architect designing cloud - native solutions for Lirio’s AI platform. Focusing on Microsoft ecosystem integrations and collaborating with cross - functional teams.
WU
Hybrid Vice President – Customer Care Technology, Enterprise Solution Architecture
Posted 4 weeks ago
About the role
- VP leading innovative customer care technology and enterprise solutions at Western Union. Overseeing global teams and architecture to enhance financial service accessibility.
Responsibilities
- Own the full technology strategy, roadmap, and delivery for customer care platforms and solutions.
- Implement AI-driven automation, advanced analytics, and modernized workflows to reduce cost-to-serve and elevate customer experience.
- Align customer care technology investments with business objectives, operational outcomes, and global support strategies.
- Establish, grow, and lead the enterprise Solution Architecture practice across Western Union’s global technology landscape.
- Define architectural frameworks, standards, governance models, and reference architectures for all systems supporting money transfer services.
- Oversee a team of architects designing end-to-end solutions across domains including payments, compliance, digital channels, customer care, and internal platforms.
- Ensure architectural scalability, security, performance, and long-term sustainability across all solutions.
- Lead and inspire globally distributed engineering and architecture teams of 100+ professionals.
- Partner closely with the CIO, COO, CEO, and senior leadership to align technology strategy with corporate and operational priorities.
- Serve as a trusted advisor on emerging technology trends, enterprise design patterns, and innovation opportunities.
- Manage global delivery teams and strategic outsourcing partners to ensure execution excellence.
- Drive efficiency, reliability, quality, and scalability across technology programs.
Requirements
- 15+ years of progressive leadership in enterprise technology, engineering, and architecture.
- Proven success leading large global engineering and architecture teams.
- Hands-on software development experience earlier in career, with the ability to engage deeply on technical topics.
- Expertise designing and governing large-scale enterprise or financial/transactional systems.
- Deep knowledge of modern architectures (cloud-native, microservices, API-driven).
- Strong understanding of AI/ML applications, automation technologies, and customer care optimization.
- Familiarity with payments ecosystems, compliance platforms, and high-volume global transaction systems.
- Exceptional ability to collaborate with and influence C-suite and senior executives.
- Strong vendor management, negotiation, and strategic communication skills.
- Demonstrated ability to lead large, diverse, globally distributed teams.
Benefits
- short-term incentives
- multiple health insurance options
- accident and life insurance
- access to best-in-class development platforms
- Family First Program
- Flexible Time off
- Medical, Dental and Life Insurance
- Tuition Assistance Program
- Parental Leave
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