Manager, Contact Center Engineering & Voice AI

WEX•Boston, MA

3d•$121,500 - $147,300

About The Position

We are seeking a forward-thinking, execution-driven Senior Manager of Enterprise Applications to lead our global contact center platforms, telephony infrastructure, and next-generation voice automation systems. In this critical leadership role, you will lead a distributed team of application analysts, software development engineers, and cloud contact center specialists. You will be responsible for the systems that power our customer engagement and onboarding touchpoints across all of WEX’s primary lines of business: Mobility (Fleet), Corporate Payments, and Benefits & Health. You will spearhead our transition toward intelligent, AI-native voice experiences—introducing conversational AI, real-time caller intelligence, and automated routing into our voice streams to ensure every customer inquiry is answered swiftly, accurately, and consistently.

Requirements

8+ years of progressive experience in enterprise application engineering, cloud telephony, or contact center technology, including 3+ years in a people management or technical leadership role.
Deep architectural knowledge of enterprise Cloud Contact Center as a Service (CCaaS) and IVR platforms (e.g., AWS Connect, Genesys Cloud, Five9, or Cisco/Avaya) and Computer Telephony Integration (CTI).
Proven track record of successfully deploying Conversational AI, Speech-to-Text (STT), Natural Language Processing (NLP), or LLM-based voicebots in enterprise production environments.
Hands-on experience integrating telephony with CRMs (Salesforce Service Cloud), identity systems, data lakes, and RESTful APIs.
Strong analytical capability in interpreting workforce management (WFM) dynamics, seasonal call variance, concurrency, and telecom analytics.
Exceptional ability to communicate technical roadmaps and business trade-offs with senior executive leadership (CIO/CTO) and cross-functional business heads.

Responsibilities

Introduce Conversational Voice AI: Architect and integrate Generative AI and Large Language Model (LLM)-driven conversational agents into voice streams and digital channels to resolve complex Tier-1 inquiries autonomously and accurately.
Real-Time Agent Assistance: Deploy AI-powered "in-call copilot" capabilities—including real-time transcription, automated summarization, sentiment detection, and contextual knowledge surfacing—to empower live agents during high-complexity calls.
Continuous Learning & Prompt Optimization: Establish rigorous evaluation frameworks to measure Voice AI accuracy, containment rates, customer satisfaction (CSAT), and escalation efficacy.
Manage Complex Service Demands: Architect and manage enterprise contact center and telephony applications catering to diverse lines of business—handling distinct caller profiles, high-complexity inquiries, and sharp seasonal volume spikes (e.g., healthcare benefits enrollment cycles, tax season, holiday travel).
Contextual & Caller-Aware Routing: Leverage rich enterprise data (CRM, account history, transactional status) to design adaptive IVR and routing workflows that dynamically tailor caller journeys based on customer profile, intent, and urgency.
Omnichannel Telephony Infrastructure: Maintain high availability and operational excellence across cloud contact center platforms, SIP/telephony pipelines, and integrations with backend enterprise applications (Salesforce, core processing platforms, and billing engines).
Drive Standardization & Consistency: Implement automated workflows across the contact center ecosystem to eliminate operational fragmentation, reduce handle times, and guarantee uniform, high-quality service delivery across global support tiers.
Frictionless Customer Onboarding: Partner with Implementation, Corporate Applications, and Customer Operations teams to automate onboarding communications, digital intake, and account setup flows, ensuring new partners and clients transition smoothly into production.
Self-Healing & Observability: Establish proactive monitoring, automated failover protocols, and automated test suites to ensure 99.99% system reliability across critical service windows.
Lead & Mentor Engineers: Lead, mentor, and grow a multi-disciplinary team comprising software development engineers, contact center analysts, and external delivery partners.
Vendor & Budget Governance: Oversee key telephony, AI, and SaaS vendor relationships, managing licensing, product roadmaps, SLAs, and performance metrics to maximize ROI.
Incident & Escalation Leadership: Serve as a senior technical escalation point for critical service incidents, driving rapid remediation, root-cause analyses (RCA), and continuous platform hardening.
Actively incorporate modern AI tools, agentic workflows, and automated testing frameworks into your team's development lifecycle.
Continuously evaluate emerging voice-synthesis, conversational AI, and reasoning models to identify opportunities that modernize our enterprise tech stack.