Corporate Vice President, IVR & Voice Technology

New York Life Corporate Vice President, IVR & Voice Technology YesterdaySaved Hybrid Tampa, FL, USA 120K-150K Annually Senior level 120K-150K Annually Senior levelArtificial Intelligence • Cloud • Fintech • Information Technology • Insurance • Financial Services • Big Data AnalyticsLeads the IVR and voice technology function, overseeing telephony platforms, technical teams, support operations, roadmap delivery, governance, production issue resolution, and customer experience metrics. Partners with technology and business stakeholders to prioritize enhancements, translate requirements into executable work, manage critical incidents, and improve operational outcomes. Requires extensive telephony and IVR expertise, leadership, strategic planning, SDLC knowledge, and familiarity with platforms including Amazon Connect, Nuance, Cisco, Finesse, CUIC, and Verint.Top Skills: AgileAi-Enabled Automation ToolsAmazon ConnectCiscoComputer Telephony Integration (Cti)Courtesy CallbacksCuicDtmfFinesseInbound DialersIvrExcelMicrosoft PowerpointMicrosoft WordNatural Language ProcessingNuanceOperational AnalyticsOutbound DialersScheduled CallbacksSdlcSQLTelephony PlatformsVerintVoice Recording