Manager of Telephony Experience

Location Designation: Hybrid - 3 days per week

When you join New York Life, you're joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You'll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

A core element of the transformation for New York Life Direct's business will be the design and development of end-to-end digital solutions to drive revenue growth, achieve efficiencies, increase customer satisfaction, and maintain relevancy as the pace of digitization accelerates. The Voice team will work with key functional partners including SSC, Enterprise Technology, Direct Technology, Marketing, and Compliance to deliver best-in-class digital solutions to market.

We are seeking a Manager of the Telephony Experience group. This individual will lead a team of analysts, configuration/administration, and testers to support the delivery of the roadmap for Direct telephony experience. Responsibilities include supporting the Direct organization by identifying and delivering new capabilities on the digital roadmap, developing KPI's to measure success and forming a strong understanding of current business processes to deliver future capabilities.

• Lead a team of technical resources who are responsible for administering and maintaining service center telephony platforms and experiences.
• Support the organization's telephony roadmap through the analysis, development, and implementation of new and enhanced servicing functionality.
• Manage and/or support technically challenging projects and constantly ensure other stakeholders are included on various communications channels to provide opportunity for engagement.
• Routinely anticipate stake holders' needs and represent NYL Direct's Insurance Operations with prioritization and sequencing of projects within the NYL Agile Framework.
• Routinely collaborate with and assist multiple teams to overcome various technical challenges and time sensitive objectives associated with complex projects.
• Monitor metrics and key business indicators necessary to measure the impact on the business operations, system performance, and customer experience.
• Lead investigations and resolutions of telephony issues and serve as a technical liaison to other technology groups ensuring the issues are properly represented and being addressed.
• Troubleshoot production issues of contact center technologies and systems that include Interactive Voice Response (IVR), Cisco Finesse, Verint Workforce Optimization, and various other contact center services in support of NYL Direct Insurance Operations.
• Ability to make timely, key decisions and judgement calls that will impact the overall success of an initiative and impact NYL Direct's operations.

Requirements:

• 5+ years' related technology experience required
• Life Insurance industry knowledge, advanced coaching and people development skillset, advanced analytical problem-solving skills.
• Proven success in implementing voice technology solutions
• Preferred experience with Agile practices and methodologies
• Excellent understanding of development concepts and SDLC methodologies
• Demonstrated experience in working in major IVR technologies including DTMF and natural language, Computer Telephony Integration, voice recording, and operational analytics
• Experience with voice technology tools like Nuance, Cisco, Finesse, CUIC and Verint.
• Experience with inbound and outbound dialers
• Experience with capabilities like courtesy call back
• Experience with composing IVR messaging

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

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Salary range: $72,500-$115,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses "Be Good At Life." To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 90057