WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. If you are looking for a growing career – come be part of WEX today!
We are looking for a highly motivated Telephony/IVR engineer to join our team! You will be a critical member of the Enterprise Applications Team, supporting multiple efforts to transform the WEX service experience. You will help architect and engineer the enterprise IVR/ACD customer experience and drive seamless integration across other core telephony related applications – such as CTI, ACD and case management.
About the role:
You will be responsible for the overall design, implementation and day-to-day support of Telephony/IVR applications - including the triage of application issues affecting production callers.
You will be in charge of the configuration and implementation of new IVR technologies across the enterprise, including associated system integrations.
You will create, schedule and resolve Telephony/IVR application and interface probes and monitoring scripts
For you to be successful in this role, you will need to collaborate closely with development teams & business partners to ensure operational readiness of applications and supported integrations.
You will also be responsible for:
providing high level assessments of related work efforts.
engaging with production support staff and remediating chronic and/or critical production support issues.
creating/updating system documentation related of related work efforts.