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 easy, 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 valuable 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 up-to-date architecture
Experience in Budget and vendor management
Executive communication skills
Experi

📌 Director, Care Engineering Pune
🏢 Western Union
📍 Pune