Head of Voice AI & Contact Center Engineering

Wex

Boston (MA)

On-site

USD 122,000 - 147,000

Full time

14 days+

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Job summary

WEX is seeking a Senior Manager of Enterprise Applications to lead our global contact center platforms, telephony infrastructure, and AI-native voice experiences. You will head a distributed team of analysts, software engineers, and cloud specialists, overseeing next-generation voice solutions, agent assist, and intelligent routing across Mobility, Corporate Payments, and Benefits & Health.

As a senior leader, you will partner with cross-functional leaders, drive standardization, manage vendor

Qualifications

8+ years of progressive enterprise application engineering and cloud telephony experience.
Proven leadership in managing hybrid teams of engineers and analysts.
Deep knowledge of CCaaS and IVR platforms (AWS Connect, Genesys Cloud, Five9, Cisco/Avaya).
Experience integrating telephony with CRMs like Salesforce Service Cloud.
Strong data-driven approach to operations and performance metrics.

Responsibilities

Lead global contact center platforms, telephony infrastructure, and AI-native voice automation.
Manage a distributed team of analysts, software engineers, and cloud specialists.
Design adaptive IVR and caller routing using enterprise data.
Oversee vendor relationships, licensing, SLAs, and ROI.
Provide incident leadership and RCA for critical service events.