Sr. Solution Engineer, Contact Center Conversational AI


Anywhere Remote only


US$148-198k (annually)


May 6

General Purpose:

We are seeking an experienced Solution Engineer to lead the implementation and support of the Conversational AI platform, to deliver personalized, automated, and digital experiences to our customers and employees. The successful candidate will lead design sessions with technologists, development teams, and business owners to evaluate our current technology portfolio, advise senior leadership on AI opportunities and drive effective planning and implementation. Preference will be given to candidates with a broad understanding of conversational AI use cases, and direct experience in implementing AI within customer contact centers. Must have strong technical and interpersonal skills and enjoy working in a dynamic, team-oriented environment. 


Essential Duties and Responsibilities:

  • Provide world-class technology solutions that enable the company’s business strategy
  • Drive analysis, selection, and implementation of service AI technology solutions to deliver on WEX’s strategic plan
  • Evaluate costs, benefits, and implementation viability for various potential AI solutions and options
  • Take a customer- centric approach to defining solutions
  • Engage in defining solutions architecture and ensure that architecture standards maximize efficiency, reuse, and support platform compatibility.
  • Act as liaison with primary stakeholders for the management of all aspects of maintenance and specific enhancements, data integrity, and security in implemented service AI solutions
  • Provide technical leadership for AI initiatives from POC to a larger production-ready system
  • Contribute to defining human resource needs for projects; develop technical bench strength and manage ongoing technical performance
  • Act as an escalation point for project and technical teams
  • Maintain up-to-date knowledge of a broad range of emerging technology trends and identify opportunities where thetechnology may deliver business improvements and competitive advantage


Minimum Required Qualifications for Consideration: 

  • BS/BA degree in technical/information science or related field
  • 8+ years of experience with software and solutions engineering
  • 4+ years of experience with artificial intelligence or machine learning
  • Experience designing solutions and implementing different artificial intelligence, natural language processing, and chatbot frameworks
  • Ability to design complex system integrations of AI technologies with various integration technologies and patterns, using best practices for security and performance
  • Experience in working with different integration architectures
  • Experience working with a diverse set of stakeholders in IT and the business; strong customer service orientation


Preferred Qualifications: 

  • Design & implementation experience working with CRM, CCaaS, Conversational AI, and NLP platforms
  • Experience with leading a development team using an Agile methodology, including th generation of epics, user stories, or technical requirements
  • Experience with leveraging user experience design
  • Experience with program leadership and managing multiple simultaneous work streams
  • Experience with DevOps for continuous integration and continuous delivery
  • Ability to articulate different governance and quality assurance models regarding AI

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Salary Pay Range: $148,000.00 - $198,000.00

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