Manager, Contact Center Engineering & Voice AI

Quick Facts

• Senior Manager of Enterprise Applications
• Leads global contact center platforms, telephony infrastructure, and voice automation systems

Description

We are seeking a forward-thinking, execution-driven Senior Manager of Enterprise Applications to lead global contact center platforms, telephony infrastructure, and next-generation voice automation systems. You will lead a distributed team and be responsible for systems powering customer engagement and onboarding touchpoints across Mobility (Fleet), Corporate Payments, and Benefits & Health. You will spearhead a transition toward intelligent, AI-native voice experiences—introducing conversational AI, real-time caller intelligence, and automated routing into voice streams.

How You'll Make an Impact

Voice AI & Agentic Innovation

• Architect and integrate Generative AI and LLM-driven conversational agents into voice streams and digital channels to resolve complex Tier-1 inquiries autonomously.
• Deploy AI-powered in-call copilot capabilities including real-time transcription, automated summarization, sentiment detection, and contextual knowledge surfacing.
• Establish evaluation frameworks to measure Voice AI accuracy, containment rates, CSAT, and escalation efficacy.

Cross-LOB Service & Telephony Strategy

• Architect and manage enterprise contact center and telephony applications across lines of business, including distinct caller profiles and sharp seasonal volume spikes.
• Design adaptive IVR and routing workflows leveraging enterprise data (CRM, account history, transactional status).
• Maintain high availability 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

• Implement automated workflows to reduce operational fragmentation, reduce handle times, and ensure consistent service delivery across global support tiers.
• Partner to automate onboarding communications, digital intake, and account setup flows.
• Establish proactive monitoring, automated failover protocols, and automated test suites to ensure 99.99% system reliability.

Team Leadership & Operational Excellence

• Lead and mentor a multi-disciplinary team of software development engineers, contact center analysts, and external delivery partners.
• Govern vendor relationships, managing licensing, product roadmaps, SLAs, and performance metrics.
• Serve as a senior technical escalation point for critical incidents, driving remediation, root-cause analyses (RCA), and continuous platform hardening.

Experience You'll Bring

• 8+ years progressive experience in enterprise application engineering, cloud telephony, or contact center technology, including 3+ years in people management or technical leadership.
• Deep architectural knowledge of enterprise CCaaS and IVR platforms and CTI.
• Proven track record deploying Conversational AI, Speech-to-Text (STT), NLP, or LLM-based voicebots in enterprise production.
• Experience integrating telephony with CRMs (Salesforce Service Cloud), identity systems, data lakes, and RESTful APIs.
• Strong analytical capability in workforce management dynamics, seasonal call variance, concurrency, and telecom analytics.
• Ability to communicate technical roadmaps and business trade-offs with senior executive leadership and cross-functional business heads.

AI Expectations (Core to the Role)

• Actively incorporate modern AI tools, agentic workflows, and automated testing frameworks into the development lifecycle.
• Continuously evaluate emerging voice-synthesis, conversational AI, and reasoning models to modernize the enterprise tech stack.

Benefits

• Health, dental and vision insurances
• Retirement savings plan
• Paid time off
• Health savings account
• Flexible spending accounts
• Life insurance
• Disability insurance
• Tuition reimbursement
• More information available in the “About Us” section

Pay Range

$121,500.00 - $147,300.00