Director of Telephony Technology

Overview:

We are seeking a highly skilled and visionary Director of Telephony and Technology to lead the strategic direction, management, and optimization of our telephony systems and call center technologies. This leadership role will be responsible for overseeing the design, implementation, and continuous improvement of telecommunication infrastructure, contact center solutions, and customer service technologies to enhance operational efficiency, drive customer satisfaction, and support business growth.

 

The Director will work closely with cross-functional teams, including IT, customer service, operations, and vendors, to ensure that our telephony and call center systems are robust, scalable, and aligned with both business goals and industry best practices.

Responsibilities:

     Leadership & Strategy

• Lead the strategic planning, design, and execution of all telephony and call center technology initiatives, aligning them with the overall business and customer experience goals.
• Build and manage a high-performing team responsible for telephony systems, call center infrastructure, and customer service technologies.
• Collaborate with senior leadership to define and implement a technology roadmap that supports the company’s objectives and improves customer satisfaction.
• Drive the vision for integrating telephony and call center systems with other enterprise technologies, including CRM systems, knowledge management tools, and AI-driven solutions.

Telephony System Management

• Oversee the design, implementation, and ongoing management of telephony systems across the organization.
• Ensure the telephony infrastructure is reliable, scalable, and able to meet the growing demands of the business.
• Collaborate with IT teams to ensure the seamless integration of telephony systems with other platforms, such as customer relationship management (CRM) and workforce management systems.

Call Center Technology Optimization

• Lead the adoption and optimization of call center technologies, including Interactive Voice Response (IVR), and omnichannel communication solutions (phone, email, chat, etc.).
• Ensure the efficient and effective deployment of workforce management tools, call analytics, reporting, and performance monitoring systems to support data-driven decision-making.
• Continuously evaluate new technologies (e.g., AI, automation, cloud solutions) to improve operational efficiency and enhance customer experience.

Operational Excellence & Process Improvement

• Develop and implement best practices for call center technology operations to drive performance improvements, such as reducing wait times, optimizing call routing, and improving first-call resolution rates.
• Monitor, analyze, and report on call center performance metrics, including call volume, service level agreements (SLAs), and customer satisfaction scores.
• Collaborate with operations teams to identify and resolve any bottlenecks or inefficiencies within the call center technology environment.

Vendor & Partner Management

• Manage relationships with telephony, call center software, and service providers to ensure that service level agreements (SLAs) are met, contracts are optimized, and costs are controlled.
• Lead the selection, negotiation, and management of third-party vendors, ensuring the appropriate technology stack is in place to support business and customer needs.
• Stay informed about the latest trends, innovations, and regulatory changes in telephony and contact center technologies, and leverage this knowledge to recommend improvements or upgrades.

Innovation & Future Technologies

• Stay ahead of emerging trends in telephony and call center technology, including AI-driven customer service tools, cloud-based solutions, and omnichannel strategies.
• Evaluate and implement innovative technologies that enhance customer interactions, such as speech analytics, chatbots, predictive dialing, and voice biometrics.

Collaboration & Communication

• Work closely with business stakeholders, including customer service, marketing, sales, and IT teams, to ensure alignment between telephony/call center technology and business needs.
• Provide regular updates and presentations to executive leadership on the status of technology initiatives, performance metrics, and strategic plans.

Budgeting & Resource Management

• Develop and manage the budget for all telephony and call center technology projects, ensuring that resources are allocated efficiently and cost-effectively.
• Monitor project timelines, deliverables, and resource requirements to ensure successful and timely implementations.

Qualifications:

• Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required. Master’s degree preferred.
• 10 years’ experience in telephony, call center technology, or customer service operations required, with at least 5 years in a leadership or director-level position.
• Proven experience in managing large-scale telephony systems, call center platforms, and customer service technologies.
• Certifications in relevant telephony, call center, or IT management preferred.
• Experience with AI-driven customer service solutions (e.g., chatbots, virtual assistants) and speech analytics tools preferred.
• Experience in the implementation and management of cloud-based contact center solutions preferred.

Technical Skills:
• Extensive experience with cloud-based telephony systems
• Knowledge of call center technologies, including omnichannel platforms, workforce management, call analytics, and CRM integrations.
• Familiarity with cloud solutions AWS and cloud-based contact center platforms - Amazon Connect, and Salesforce.
• Strong understanding of data analytics, reporting tools, and key performance indicators (KPIs) for call centers.
• Experience with integration of telephony systems with other business systems - CRM, helpdesk, and workforce management systems.
Leadership & Soft Skills:
• Proven ability to lead cross-functional teams and influence key stakeholders across the organization.
• Excellent strategic thinking, problem-solving, and decision-making skills.
• Strong communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders.
• Results-oriented mindset with a focus on continuous improvement and operational excellence.
• Ability to manage vendor relationships and negotiate contracts effectively.
• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

About National Debt Relief:

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $176,000 to $222,000 annually. Benefits:

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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