Lead Voice AI & Contact Center Engineering

WEX, Inc.; Portland (ME); 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. is seeking a Senior Manager of Enterprise Applications to lead global contact center platforms, telephony infrastructure, and next-gen voice automation.

You will direct a distributed team of analysts, engineers, and cloud specialists, driving AI-native voice experiences and optimized customer journeys across Mobility, Corporate Payments, and Benefits & Health. You will mentor engineers, manage vendor relationships, and ensure high availability while partnering with Implementation,

Qualifications

• Experience in enterprise app engineering and cloud telephony platforms.
• Proven leadership of multi-disciplinary teams in contact centers.
• Strong integration experience with CRMs and CTI.

Responsibilities

• Lead global enterprise applications and telephony strategy.
• Architect and govern AI-enabled voice and IVR initiatives.
• Oversee vendor relationships, SLAs, and budgets.
• Mentor engineers and drive performance improvements.
• Ensure 99.99% system reliability and incident response.

Skills

Enterprise apps engineering

Cloud telephony

Contact center tech

People management

Leadership

Executive communication

Tools

AWS Connect

Genesys Cloud

Five9

Cisco

Avaya

Salesforce Service Cloud

Job description

WEX, Inc. is seeking a Senior Manager of Enterprise Applications to lead global contact center platforms, telephony infrastructure, and next-gen voice automation.

You will direct a distributed team of analysts, engineers, and cloud specialists, driving AI-native voice experiences and optimized customer journeys across Mobility, Corporate Payments, and Benefits & Health. You will mentor engineers, manage vendor relationships, and ensure high availability while partnering with Implementation,