National Debt Relief, LLC · 1 day ago
Director of Telephony Technology
United States
Full-time
Remote
Senior Level, Lead/Staff
$176K/yr - $202K/yr
10+ years expNational Debt Relief, LLC is seeking a highly skilled and visionary Director of Telephony and Technology to lead the strategic direction, management, and optimization of their telephony systems and call center technologies. This role involves overseeing the design, implementation, and continuous improvement of telecommunication infrastructure to enhance operational efficiency and drive customer satisfaction.
CreditFinancial ServicesLegalPersonal Finance
Responsibilities
Lead the strategic planning, design, and execution of all telephony and call center technology initiatives, aligning them with the overall business and customer experience goals
Build and manage a high-performing team responsible for telephony systems, call center infrastructure, and customer service technologies
Collaborate with senior leadership to define and implement a technology roadmap that supports the company’s objectives and improves customer satisfaction
Drive the vision for integrating telephony and call center systems with other enterprise technologies, including CRM systems, knowledge management tools, and AI-driven solutions
Oversee the design, implementation, and ongoing management of telephony systems across the organization
Ensure the telephony infrastructure is reliable, scalable, and able to meet the growing demands of the business
Collaborate with IT teams to ensure the seamless integration of telephony systems with other platforms, such as customer relationship management (CRM) and workforce management systems
Lead the adoption and optimization of call center technologies, including Interactive Voice Response (IVR), and omnichannel communication solutions (phone, email, chat, etc.)
Ensure the efficient and effective deployment of workforce management tools, call analytics, reporting, and performance monitoring systems to support data-driven decision-making
Continuously evaluate new technologies (e.g., AI, automation, cloud solutions) to improve operational efficiency and enhance customer experience
Develop and implement best practices for call center technology operations to drive performance improvements, such as reducing wait times, optimizing call routing, and improving first-call resolution rates
Monitor, analyze, and report on call center performance metrics, including call volume, service level agreements (SLAs), and customer satisfaction scores
Collaborate with operations teams to identify and resolve any bottlenecks or inefficiencies within the call center technology environment
Manage relationships with telephony, call center software, and service providers to ensure that service level agreements (SLAs) are met, contracts are optimized, and costs are controlled
Lead the selection, negotiation, and management of third-party vendors, ensuring the appropriate technology stack is in place to support business and customer needs
Stay informed about the latest trends, innovations, and regulatory changes in telephony and contact center technologies, and leverage this knowledge to recommend improvements or upgrades
Stay ahead of emerging trends in telephony and call center technology, including AI-driven customer service tools, cloud-based solutions, and omnichannel strategies
Evaluate and implement innovative technologies that enhance customer interactions, such as speech analytics, chatbots, predictive dialing, and voice biometrics
Work closely with business stakeholders, including customer service, marketing, sales, and IT teams, to ensure alignment between telephony/call center technology and business needs
Provide regular updates and presentations to executive leadership on the status of technology initiatives, performance metrics, and strategic plans
Develop and manage the budget for all telephony and call center technology projects, ensuring that resources are allocated efficiently and cost-effectively
Monitor project timelines, deliverables, and resource requirements to ensure successful and timely implementations
Qualification
Required
Bachelor's degree in information technology, computer science, telecommunications, business administration, or related field required
10 years' experience in telephony, call center technology, or customer service operations required, with at least 5 years in a leadership or director-level position
Proven experience in managing large-scale telephony systems, call center platforms, and customer service technologies
Extensive experience with cloud-based telephony systems
Knowledge of call center technologies, including omnichannel platforms, workforce management, call analytics, and CRM integrations
Familiarity with cloud solutions AWS and cloud-based contact center platforms - Amazon Connect, and Salesforce
Strong understanding of data analytics, reporting tools, and key performance indicators (KPIs) for call centers
Experience with integration of telephony systems with other business systems - CRM, helpdesk, and workforce management systems
Proven ability to lead cross-functional teams and influence key stakeholders across the organization
Excellent strategic thinking, problem-solving, and decision-making skills
Strong communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders
Results-oriented mindset with a focus on continuous improvement and operational excellence
Ability to manage vendor relationships and negotiate contracts effectively
Preferred
Master's degree preferred
Certifications in relevant telephony, call center, or IT management preferred
Experience with AI-driven customer service solutions (e.g., chatbots, virtual assistants) and speech analytics tools preferred
Experience in the implementation and management of cloud-based contact center solutions preferred
Benefits
Generous Medical, Dental, and Vision Benefits
401(k) with Company Match
Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
12 weeks Paid Parental Leave
Pre-tax Transit Benefits
No-Cost Life Insurance Benefits
Voluntary Benefits Options
ASPCA Pet Health Insurance Discount
Access to your earned wages at any time before payday
Company
National Debt Relief, LLC
National Debt Relief, a certified Great Place to Work®, was founded with the goal of helping an expanding number of consumers deal with overwhelming debt.
1001-5000 employees
H1B Sponsorship
National Debt Relief, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2023 (1)
2022 (4)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
D
Daniel Tilipman
Co-Founder & Executive Board Member
A
Andrea McDonough
Chief Information Officer
Recent News
BBB NATIONAL PROGRAMS
2025-10-29
2025-08-14
Company data provided by crunchbase