Director, Telecom Shared Solutions

Infinity Insurance • Jacksonville, FL

315d

About The Position

Kemper is seeking a Director to focus on telephony systems for our Operations and Systems group. This key role impacts the Kemper enterprise and serves a crucial liaison between the technology and business teams.

Requirements

• 7+ years strategic planning and telephony experience
• Bachelor's Degree Required. Telecommunications, Information Technology, or a related field preferred
• Previous experience managing a team
• Proven ability to build and mature professional relationships across a large, multi-faceted organization
• Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Ring Central)
• CTI, IVR, Unified Communications, workforce and vendor management experience
• Proven experience with telephony systems architecture, design, and implementation
• Background working in the insurance industry
• Exceptional problem-solving, critical thinking and decision-making abilities that generate business value and lead to lasting improvements
• Ability to work autonomously while keeping appropriate stakeholders updated and aligned
• Strong presentation and communication skills
• Hands-on experience developing and driving programs or projects with aggressive schedules
• Highly analytical and collaborative, with strong negotiation and influencing skills in cross-functional matrixed setting

Responsibilities

• Identify and implement opportunities to increase effectiveness and efficiency
• Oversee the evaluation and analysis of upcoming implementations and ensure successful and smooth transition
• Assist with change management activities for operations and communications to internal staff
• Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation and enterprise self-service capabilities
• Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs
• Leverage data, financial analysis, and innovation to advise, problem solve, and influence decisions and outcomes that align with the strategic priorities
• Proactively identifies operational improvements and plans implementations in collaboration with key stakeholders
• Engage with executive leadership to report on status and recommend improvements
• Provide business support to multiple projects, reviewing project plans and timelines and coordinating projects with internal and external resources
• Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency
• Oversee business implementations and provide thought leadership and plans for strategic initiatives
• Collaborate with stakeholders to understand impact, appropriate coordination, gather business requirements and align expectations with results
• Provide expertise on call center technologies, call flow design and guidance on operational best practices
• Build a high-performing team focused on business analysis consultation and requirements development
• Drive a culture of accountability, collaboration, and innovation

Benefits

• Qualify for your choice of health and dental plans within your first month
• Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans
• Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs
• Contribute to your community through United Way and volunteer programs
• Balance your life with generous paid time off and business casual dress
• Get employee discounts for shopping, dining and travel through Kemper Perks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree