Senior Manager, Voice AI & Contact Center Platforms

WEX, Inc.

Boston (MA)

On-site

USD 122,000 - 147,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental & Vision

Job summary

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

You will guide a distributed team of analysts, software engineers, and cloud experts across Mobility, Corporate Payments, and Benefits & Health segments. You will advance intelligent voice experiences, real-time agent assist, and seamless onboarding while partnering with cross-functional teams to ensure scalable, reliable customer

Qualifications

8+ years of progressive experience in enterprise application engineering, cloud telephony, or contact center technology.
Deep architectural knowledge of CCaaS and IVR platforms and CTI.
Proven track record deploying Conversational AI, NLP, or LLM-based voice solutions.
Hands-on experience integrating telephony with CRMs and RESTful APIs.

Responsibilities

Lead enterprise contact center platforms, telephony infrastructure, and AI-driven voice initiatives.
Manage a distributed team of analysts, engineers, and cloud specialists.
Oversee vendor relationships, licensing, SLAs, and ROI for telephony and AI tech.
Act as senior escalation point for critical incidents and drive RCA.

Skills

Cloud telephony

CCaaS & IVR

Voice AI & NLP

System integration

Leadership

Tools

AWS Connect

Genesys Cloud

Five9

Salesforce Service Cloud

Job description

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

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