VP, IVR & Voice Tech - Telephony Strategy Leader

New York Life Insurance Co.; Tampa (FL); Hybrid; USD 120,000 - 150,000; Full time

Job summary

New York Life Direct is seeking a Corporate Vice President to lead the IVR Technology function, overseeing telephony platforms and customer experiences across the Direct business.

You will collaborate with Enterprise Technology and Direct IT to translate business needs into actionable work, monitor performance metrics, and advance a future-ready voice capabilities roadmap that improves operational efficiency and customer outcomes.

Qualifications

• Bachelor's degree in business, technology, or related discipline
• At least five years of telephony support or related technical discipline
• Experience implementing voice technology solutions that support business operations and customer experience
• Strong communication skills translating complex technical terms for all levels of the organization
• Knowledge of how call centers use telephony tools to support servicing outcomes
• Experience with IVR technologies and voice analytics

Responsibilities

• Lead a team of technical resources responsible for administering, maintaining, and enhancing telephony platforms and customer experiences.
• Oversee day-to-day voice support, including issue investigation, resolution, and operational follow-through.
• Advance the telephony roadmap through analysis, prioritization, and implementation of new and enhanced servicing functionality.
• Represent Direct priorities and sequencing through the telephony governance process.
• Lead medium-complexity initiatives from planning through execution, aligned with priorities and delivery objectives.
• Monitor metrics that assess business impact, system performance, and customer experience.
• Evaluate production issues by listening to calls and validating the customer experience.
• Develop clear, actionable work requests translating telephony priorities into executable tech work.
• Support critical production situations impacting business operations and customer servicing.

Skills

Telephony leadership

Voice support

IVR technologies

SQL queries

Leadership

Stakeholder collaboration

SDLC knowledge

Performance metrics

Agile practices

Communication

Education

Bachelor's degree in business, technology, or related discipline

Tools

Amazon Connect

Nuance

Cisco

Finesse

CUIC

Verint

Job description

New York Life Direct is seeking a Corporate Vice President to lead the IVR Technology function, overseeing telephony platforms and customer experiences across the Direct business.

You will collaborate with Enterprise Technology and Direct IT to translate business needs into actionable work, monitor performance metrics, and advance a future-ready voice capabilities roadmap that improves operational efficiency and customer outcomes.