Associate Director - Voice Technology Services

OneMain Financial - Evansville, IN

Part-time - Mid Level

Hybrid - Evansville, IN

1,001-5,000 employees

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Associate Director of Voice Technology Services is responsible for leading the end-to-end delivery of Contact Center Voice Technology solutions. This role involves developing and executing Interactive Voice Response (IVR) and Auto Dialer design, providing leadership and direction to teams, and collaborating with internal stakeholders to establish goals and implementation plans in a regulated environment.

Responsibilities

• Develop and execute Interactive Voice Response (IVR) and Auto Dialer design.
• Provide leadership, direction, and cohesion to teams implementing and designing product architecture.
• Collaborate with technology and line-of-business leadership to support design and evolution of telephony vision for inbound and outbound calls.
• Take ownership for the design, execution, and success of innovative and complex technical projects.
• Cultivate, manage, and mentor high-performing teams to enable excellent teamwork.
• Deliver results within budget, time, quality, and strategic and tactical key performance goals.
• Oversee the success of the team's projects, managing project timelines and achieving outcomes with technology and business partners.
• Recommend, develop, and implement process improvements based on customer feedback.

Requirements

• 5-7 years of relevant experience with a minimum of 2+ years of experience as a manager.
• Ability to plan, execute, and drive transformational telephony strategies.
• Experience working with operations, infrastructure, and cyber teams to support designs and platforms for operational monitoring, reliability, and maintainability.
• Supported organizations with multiple lines of business, with systems and products.

Nice-to-haves

• Associates Degree in Computer Science
• BA/BS degree in computer science or related field
• Technical and/or industry certifications
• Prior experience with Avaya, Alvaria, Noble, LiveVox, or similar Telephony Architecture.

Benefits

• 401(k) with 4% match
• Employee stock purchase plan
• Health insurance
• Paid time off
• Tuition reimbursement