Director of Telephony Technology

National Debt Relief, LLC.

22d•$176,000 - $202,500•Remote

About The Position

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.

Requirements

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.
Extensive experience with cloud-based telephony systems
Knowledge of call center technologies, including omnichannel platforms, workforce management, call analytics, and CRM integrations.
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.
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.
Available for full-time position, overtime eligible if classified non-exempt.

Nice To Haves

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.
Familiarity with cloud solutions AWS and cloud-based contact center platforms - Amazon Connect, and Salesforce.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.