Vice President, Customer Care Technology & Enterprise Solution Architecture

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 engineering delivery and operational excellence for the entire Care platform value chain (voice, chat, bots, routing, and internal tooling).
• Define and execute the technical strategy and multi-year roadmap in partnership with Product, CX/Operations, Security, and Architecture.
• Lead integration strategy and ongoing delivery for Genesys GCX, including release planning, upgrade paths, and change management.
• Drive containment effectiveness for the voice/chat bot engine: intent coverage, handoff quality, model/content governance, experimentation, and measurement.
• Own the routing architecture and evolution of the Single Routing Engine, ensuring correctness, extensibility of key/value routing signals, and fast iteration for business rules.
• Ensure the cloud “single pane of glass” application is performant, secure, and usable—improving agent productivity and operational visibility.
• Establish and enforce engineering standards for reliability (SLOs/SLIs), incident response, observability, capacity planning, and disaster recovery across all components.
• Build, mentor, and retain high-performing engineering leaders and teams; create clear ownership boundaries and an effective operating model.
• Partner with Data/Analytics to define success metrics and instrumentation across the customer journey (containment, transfer rates, AHT, CSAT drivers, routing accuracy).
• Manage technical risk, prioritize tradeoffs, and maintain a balanced portfolio across feature delivery, platform health, and technical debt reduction.

Leadership Expectations

• Engineering guidance: Provide strong technical direction, architectural judgment, and coaching to help teams make sound design decisions and deliver sustainably.
• Customer-journey focus: Treat voice/chat experiences, containment, and routing as a single system; optimize for end-to-end outcomes, not local components.
• Operational rigor: Run the platform with clear ownership, metrics, and an incident learning culture.
• Cross-functional influence: Communicate clearly with executives and partners; translate business goals into engineering strategy and execution.

Role Qualifications

• 10+ years of progressive software engineering leadership experience, including leading leaders (VP level) and owning mission-critical platforms.
• Proven experience delivering and operating customer-facing, high-availability systems with measurable reliability targets (e.g., SLOs).
• Strong architecture background across distributed systems, API design, event-driven integration patterns, and cloud-native services.
• Experience building and running contact-center and/or customer support platforms (voice and chat) and integrating with enterprise SaaS systems.
• Track record of leading complex integrations and platform dependencies, with effective release governance and risk management.
• Demonstrated ability to build teams, set engineering standards, and drive execution through ambiguity.
• Excellent written and verbal communication; ability to align stakeholders and clearly explain tradeoffs to technical and non-technical audiences.

Preferred Qualifications

• Hands-on experience with Genesys (GCX/Cloud CX) or similar contact-center platforms and their voice/chat ecosystems.
• Experience building and operating production systems on AWS (e.g., designing cloud-native architectures, security/IAM, observability, and cost/performance management).
• Experience with conve