DayToDay Responsbilities:

• 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.

Must Have:

• 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.
• 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.