Hiring: Manager, Contact Center Engineering & Voice AI Company: WEX Location: Boston, MA Job Posted Time: 2026-09-10 13:36:22 Target Skills & Keywords : AWS, LLM, Large Language Model, NLP, REST, RESTful, SaaS, Salesforce, Systems Integration About the job Experience: •8+ years of progressive experience in enterprise application engineering, cloud telephony, or contact center technology, including 3+ years in a people management or technical leadership role. Required Skills: •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. •How You'll Make an Impact •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-complexity calls. •Continuous Learning & Prompt Optimization: Establish rigorous evaluation frameworks to measure Voice AI accuracy, containment rates, customer satisfaction (CSAT), and escalation efficacy. •Manage Complex Service Demands: Architect and manage enterprise contact center and telephony applications catering to diverse lines of business—handling distinct caller profiles, high-complexity inquiries, and sharp seasonal volume spikes (e.g., healthcare benefits enrollment cycles, tax season, holiday travel). •Contextual & Caller-Aware 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. Compensation: •$121,500 - $147,300 / year •Competitive benefits and rewards package •Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!