Senior Director of Voice Technology

5 days ago

Baltimore, Maryland, United States OneMain Financial Full time
About the Role

The Associate Director of Voice Technology Services is a key leader in our organization, responsible for delivering end-to-end Contact Center Voice Technology solutions. This role requires a strong technical background, excellent leadership skills, and the ability to drive transformational change.

Key Responsibilities
  • Develop and execute Interactive Voice Response (IVR) and Auto Dialer design strategies
  • Provide leadership and direction to teams implementing and designing our evolving product architecture
  • Partner with internal stakeholders to establish goals, develop implementation plans, and ensure compliance in a regulated environment
  • Cultivate, manage, and mentor high-performing teams while enabling excellent teamwork
  • Remain current on all call center products and services, industry, and competitive trends, and reinforce findings with the team
  • Deliver results within budget, time, quality, and strategic and tactical key performance goals
  • Oversee the success of the team's projects - manage project timelines, achieve outcomes with technology and business partners
Requirements
  • 5-7 years of relevant experience with minimum 2+ years of experience as a manager building and leading strong teams
  • Ability to plan, execute, and drive transformational telephony strategies
  • Supported organizations with multiple lines of business, with systems and products
  • Experience working with operations, infrastructure, and cyber teams to support designs and platforms for operational monitoring, reliability, and maintainability
Preferred Qualifications
  • Associates Degree in Computer Science BA/BS degree in computer science or related field
  • Technical and/or industry certifications
  • Prior experience with Avaya, Alvaria, Noble, LiveVox, or similar Telephony Architecture
About OneMain Financial

OneMain Financial is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. 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.

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.

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