Associate Vice President, Contact Center Technology

Company: LPL Financial
Location: Monroe
Posted on: November 18, 2021

Job Description:

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 19,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to objective guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.Job Overview:Associate Vice President, Contact Center TechnologySeeking the right candidate for the position of Contact Center technology lead who is excited about leading a cutting edge technology delivery team to implement innovative solutions for our advisors.Responsibilities:

• Strategic thinker and partner to technology leaders and business partners.
• Architect and design the future for our contact center using cloud-based solutions (inbound / outbound, IVR, Workforce Management SIP,CTI Integration, Call Recording, Analytics)
• Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as NICE InContact, Five9, 8x8, Cisco telephony, Genesys, Nuance speech recognition)
• Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
• Lead engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices
• Build relationships with technical & business leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions
• Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
• Excel with evaluation of emerging Contact Center technologies
• Excel at presenting new technology ideas to Contact Center leadership and customersWhat are we looking for?We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.Requirements:
  • 7 -10+ years' experience as a contact center solution lead designing, architecting, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc.)
  • 7-10+ years of experience in enterprise, application, and/or information architecture related to contact centers technologies.
  • 3-5 years of experience as a technical lead/manager managing teams of size of 5-10 resources.
  • Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
  • Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies.
  • Understanding of business processes and (digital) transformation and how they relate to customer experience technology
  • Experience with one or multiple telephony and contact center technologies such as Cisco, Genesys, 8x8, Fuze, Five9, ShoreTel, etc.Core Competencies:
    • Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
    • Understanding of Agile development methodologies related to contact centersStrong architecture & systems planning skills
    • Well versed with omni-channel technologies
    • Solid understanding of contact center telephony markets, solutions, contact center designs and personalized IVR experience.
    • Strong business acumen, including domain-specific knowledge of the company and its business units
    • Strong leadership capability, executing as appropriate in the areas of responsibility
    • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
    • Advanced knowledge of business operations and processes
    • Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade othersPreferences:
      • Bachelor's degree in a related field preferred.
      • Genesys experience preferred.Why LPL?At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation's leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.We are one team on one mission. We take care of our advisors, so they can take care of their clients.Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.Want to hear from our employees on what it's like to work at LPL? Watch this!We take social responsibility seriously. Learn more hereWant to see info on our benefits? Learn more hereJoin the LPL team and help us make a difference by turning life's aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.Information on Interviews:LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant's bank or credit card. Should you have any questions regarding the application process, please contact LPL's Human Resources Solutions Center at (800) 877-7210.

Keywords: LPL Financial, Rock Hill , Associate Vice President, Contact Center Technology, Executive , Monroe, South Carolina