Associate Vice President, Contact Center Technology
Company: LPL Financial
Posted on: November 18, 2021
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.
Associate Vice President, Contact Center Technology
Seeking 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
Strategic thinker and partner to technology leaders and business
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 customers
What 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
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
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,
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
Strong 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
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 others
Bachelor's degree in a related field preferred.
Genesys experience preferred.
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
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 here
Want to see info on our benefits? - Learn more here
Join 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 @lp
lfinancial.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
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