Overview In this role, you will lead a global team responsible for enterprise contact center platforms, telephony infrastructure, and AI-native voice experiences. You'll drive the design and execution of next generation voice automation, including conversational AI and in call copilots, to improve customer engagement and onboarding. You will align cross functional teams across Mobility, Corporate Payments, and Benefits & Health to deliver reliable, scalable customer experiences. This is a hands on leadership role focused on reducing handle times, improving CSAT, and enabling strategic AI driven innovations.
Compensation / Benefits- health, dental, and vision insurance
- retirement savings plan
- paid time off
- health savings account
- tuition reimbursement
Responsibilities- Lead and grow a distributed team of engineers, analysts, and cloud telephony specialists
- Architect and manage enterprise CCaaS/IVR platforms and integrations (Salesforce, billing engines)
- Implement voice AI, STT/NLP, and LLM-based agents in production
- Drive automated onboarding communications and seamless partner onboarding
- Establish observability, failover protocols, and 99.99% reliability
- Oversee vendor relationships, licensing, and roadmaps for telephony/AI
- Provide incident leadership, RCA, and platform hardening
- Communicate roadmaps and trade-offs to senior leadership
Key requirements- 8+ years in enterprise application engineering, cloud telephony, or contact center tech
- 3+ years in people management or technical leadership
- Deep CCaaS/IVR architecture knowledge (AWS Connect, Genesys Cloud, Five9, Cisco/Avaya)
- Experience deploying Conversational AI, STT, NLP, or LLM-based voicebots
- Hands-on integration of telephony with Salesforce Service Cloud, identity systems, data lakes, REST APIs
- Strong data-driven analytics for WFM, seasonal variance, and telecom metrics
- Ability to communicate technical roadmaps to CIO/CTO and business heads
- AI-native mindset with experience implementing AI tools and testing frameworks
- strong communication with senior stakeholders
- cross-functional collaboration
- strategic thinking and problem solving
- CCaaS/IVR platforms (AWS Connect, Genesys Cloud, Five9, Cisco/Avaya)
- Conversational AI, NLP, STT, LLMs
- CRM integrations (Salesforce Service Cloud)
