Manager, Contact Center Engineering & Voice AI
Core
Lead global contact center platforms, telephony infrastructure, and next-generation voice automation systems to power customer engagement and onboarding across Mobility, Corporate Payments, and Benefits & Health lines of business.
Role type
Senior Manager, Enterprise Applications (Contact Center & Voice AI)
Builds
Cloud contact center platforms, AI-driven conversational voice agents, real-time agent assistance tools, and omnichannel telephony infrastructure.
Domain
Enterprise Telecommunications, Customer Experience (CX), Generative AI
Deliverable
production ML models | product features | infrastructure
Required skills
Enterprise application engineering, Cloud Contact Center (CCaaS) architecture, Voice AI & LLM integration, Computer Telephony Integration (CTI), Enterprise systems integration, Technical leadership
Preferred skills
Vendor governance, Workforce management analytics, Incident escalation leadership
Technologies
AWS Connect, Genesys Cloud, Five9, Cisco/Avaya, Salesforce Service Cloud, RESTful APIs, LLMs, Speech-to-Text (STT), Natural Language Processing (NLP)
Responsibilities
Architect and integrate Generative AI conversational agents into voice streams; Deploy AI-powered real-time agent assistance capabilities; Manage enterprise contact center applications for diverse lines of business; Lead and mentor a multi-disciplinary team of engineers and analysts; Oversee telephony, AI, and SaaS vendor relationships; Serve as senior technical escalation point for critical service incidents.
Seniority
Senior Manager, hands-on technical leadership
