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NEXTMOVEFDE careers · United States
Wex

Manager, Contact Center Engineering & Voice AI

AI summary of the role

Lead WEX's global contact center platforms, telephony infrastructure, and voice AI initiatives across all lines of business (Mobility, Corporate Payments, Benefits).

What you’ll do

  • Architect and integrate LLM-driven conversational AI agents into voice and digital channels to autonomously resolve Tier-1 inquiries.
  • Deploy AI-powered in-call copilot features (real-time transcription, summarization, sentiment detection) to assist live agents.
  • Manage enterprise CCaaS and telephony applications across diverse LOBs with seasonal volume spikes.
  • Design adaptive IVR and routing workflows using CRM and transactional data.

What you’ll bring

  • 8+ years in enterprise application engineering, cloud telephony, or contact center technology.
  • 3+ years in people management or technical leadership.
  • Deep architectural knowledge of CCaaS/IVR platforms (AWS Connect, Genesys Cloud, Five9, Cisco/Avaya) and CTI.
  • Proven deployment of Conversational AI, STT, NLP, or LLM-based voicebots in production.

Technologies

AWS Connect · Genesys Cloud · Five9 · Cisco · Avaya · CTI · LLM · NLP · STT · Salesforce Service Cloud · RESTful APIs · IVR

About Wex

WEX runs a global commerce and payments platform across three segments — fleet/mobility fuel cards, corporate B2B/virtual-card payments, and employee-benefits (HSA/FSA/COBRA) administration.

Public · 5000+ people

Source and classification

Internal deployment & tooling · Evidence for this classification:

About the Role 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. How You'll Make an
More from the job description

About the Role 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. How You'll Make an Impact Voice AI & Agentic Innovation 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- [... source excerpt omitted ...] e 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). End-to-End Automation & Seamless Onboarding Drive Standardization & Consistency: Implement automated workflows across the contact center ecosystem to eliminate operational fragmentation, reduce [... source excerpt omitted ...] imes, 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. Team Leadership & Operational Excellence Lead & Mentor Engineers: Lead, mentor, and grow a multi-disciplinary team comprising software develop

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