The VP/Director of Hybrid Telephony Services is responsible to lead the architecture, engineering, and operations of telephony solutions at OneMain Financial. This leadership role will be responsible for establishing an enterprise telephony platform supporting call centers, branches corporate sites. This includes inbound/outbound dialing, call recording, and dialer/IVR functions. This leadership role will be part of Network & Communications team within Technology and partners closely with infrastructure engineering, product delivery lanes, enterprise architecture, and multiple business departments.
This role is Hybrid. You should be located within a commutable distance to one of our offices located in Baltimore MD, Charlotte NC, Wilmington DE, Evansville IN, Chicago IL, or Dallas/Fort Worth TX.
Target base salary range is $120k - 170k which is based on various factors including skills, work experience, and location. In addition to base salary, this role is eligible for a competitive additional compensation program that is based on individual and company performance.
ESSENTIAL JOB FUNCTIONS
Oversee a Telephony Services team with resources across the nation and offshore after-hours support.
Lead and manage employee onboarding team and processes.
Plan and lead the deployment of enterprise telephony solutions using on-prem and cloud platforms.
Develop a strategic roadmap to transition legacy on-prem solutions to modern cloud as-a-service platforms.
Provide leadership and guidance to embrace and develop cloud telephony engineering skills.
Define and track relevant and actionable telephony metrics and KPIs to ensure effective cyber protections.
Continuously evaluate industry leading telephony capabilities and solutions to improve security posture.
Monitor and report on organizational service levels and key performance indicators.
Manage incident and service request approvals, metrics, and escalations.
Build strategic relationships with key OMF partners, across call center and branch operations.
REQUIRED SKILLS & JOB QUALIFICATIONS
Minimum 10+ years of technology experience with progressive responsibilities, and with at least 5 years of leading telephony services teams.
Experience with telephony services hosted platforms such as Avaya, Alvaria/Noble, NICE, Five9, LiveVOX, RingCentral, or Amazon Connect.
Management of CCaaS and UCaaS platforms and capabilities.
Experience with strategic planning and forecasting, migration from on-prem solution to cloud, IT architecture principals, and technology risk assessment.
Technology professional with a proven people management and leadership experience.
Excellent presentation, facilitation, and diplomacy skills.
Experience with creating telephony standards, policies, and procedures.
Strong verbal and written communication skills.
Strong partnership with IT and business teams.
Ability to work in a fast paced, highly visible, changing environment.
Proven ability at building trust with partners & peers and influence senior management.
Ability to multitask and manage multiple topics and demands concurrently.
Strong working knowledge of IT processes (i.e., ITIL) including incident, problem, defect, change and release management.
Prior working experience in a financial company is preferred.
Highly organized, results-oriented, practical, and attentive to details.
High level of personal integrity consistent with OneMain Financials core values.
EDUCATION & CERTIFICATIONS
Bachelor of Science degree in management information systems, computer science, engineering or other IT-related major is required, or 15+ years of relevant experience.
Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That's why we've packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Continuing education
Bonus eligible
Paid time off (15 days' vacation per year, plus 2 personal days, prorated based on start date)
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
And more