Corporate Vice President, IVR & Voice Technology

New York Life Insurance•Tampa, FL

4d•Hybrid

About The Position

The Corporate Vice President leads the IVR Technology function and provides strategic and operational oversight of the telephony platforms, tools, and customer experiences that support the Direct business. This leader manages a team of technical resources responsible for voice support, issue resolution, roadmap execution, governance prioritization, and delivery of enhanced servicing capabilities. The role requires close partnership across Enterprise Technology, Direct IT, and business stakeholders to translate business and technical needs into actionable work, monitor performance and customer experience metrics, support critical production situations, and advance reliable, future-ready voice technology solutions that improve operational efficiency and business outcomes.

Requirements

Bachelor’s degree in business, technology, or a related discipline; equivalent experience will also be considered
At least five years of experience in telephony support or a related technical discipline
Proven success implementing voice technology solutions that support business operations and customer experience
Strong communication skills, including the ability to translate complex technical terminology into clear, accessible messages for all levels of the organization
Knowledge of how call centers use telephony tools to support customer interactions and servicing outcomes
Strong understanding of development concepts and SDLC methodologies
Experience with IVR technologies, including DTMF, natural language, Computer Telephony Integration, voice recording, and operational analytics
Experience with voice technology tools such as Amazon Connect, Nuance, Cisco, Finesse, CUIC, and Verint
Experience with inbound and outbound dialer capabilities
Experience with scheduled and courtesy callback capabilities
Experience composing clear, customer-centered IVR messaging
Strong business acumen and ability to connect technology decisions to operational outcomes
Demonstrated leadership and influence skills that advance business initiatives, operational efficiency, and measurable outcomes
Experience contributing to mid- and long-term department and enterprise strategy
Technical knowledge of telephony tools and resources, ability to develop SQL queries, and intermediate proficiency in Microsoft Office, including Word, Excel, and PowerPoint

Nice To Haves

Knowledge of the NYL Direct business or operational understanding of the life insurance business
Experience with Agile practices and delivery methodologies
Experience developing or implementing AI-enabled tools in a corporate setting to advance automation and efficiency

Responsibilities

Lead a team of technical resources responsible for administering, maintaining, and enhancing telephony platforms and customer experiences.
Oversee day-to-day voice support, including issue investigation, resolution, and operational follow-through.
Advance the telephony roadmap through analysis, prioritization, and implementation of new and enhanced servicing functionality.
Represent Direct priorities and sequencing through the telephony governance process.
Lead medium-complexity initiatives from planning through execution, ensuring alignment with business priorities and delivery objectives.
Monitor metrics that assess business impact, system performance, and customer experience.
Evaluate production issues by listening to calls, reviewing data inputs, and validating the customer experience.
Make timely, informed decisions that support initiative success and minimize operational impact to Direct.
Develop clear, actionable work requests that translate telephony priorities into executable technology work.
Support critical production situations that impact business operations and customer servicing.