Director, Voice AI & Contact Center Engineering

WEX, Inc.; Dallas (TX); On-site; USD 122,000 - 147,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

WEX, Inc. seeks a Senior Manager of Enterprise Applications to lead global contact center platforms, telephony infrastructure, and AI-native voice automation initiatives.

You will steer a distributed team of analysts, software engineers, and cloud specialists across Mobility, Corporate Payments, and Benefits & Health lines of business. You will architect Conversational Voice AI, real-time agent assistance, and continuous learning prompts, while managing complex service demands and omnichannel

Qualifications

• 8+ years of progressive experience in enterprise application engineering, cloud telephony, or contact center technology.
• Experience leading multi-disciplinary teams including engineers and analysts.
• Proven ability to design and govern enterprise contact center platforms and telephony solutions.

Responsibilities

• Lead a distributed team of analysts, engineers, and cloud specialists.
• Oversee enterprise contact center platforms, AI/voice automation, and vendor relationships.
• Drive incident leadership, RCA, and platform hardening for reliability.

Skills

Voice AI

CCaaS Architecture

Leadership

Strategic Planning

Stakeholder Management

Cloud Telephony

Tools

AWS Connect

Genesys Cloud

Five9

Cisco/Avaya

Job description

WEX, Inc. seeks a Senior Manager of Enterprise Applications to lead global contact center platforms, telephony infrastructure, and AI-native voice automation initiatives.

You will steer a distributed team of analysts, software engineers, and cloud specialists across Mobility, Corporate Payments, and Benefits & Health lines of business. You will architect Conversational Voice AI, real-time agent assistance, and continuous learning prompts, while managing complex service demands and omnichannel