Telephony System Manager, Information Technology

Are you a forward-thinking technology professional who thrives on improving customer experience through intelligent automation? ServiceLink, the nation’s premier provider of tech-enabled mortgage services, is seeking a Telephony System Manager to take full ownership of our enterprise telephony platform. In this role, you’ll go beyond traditional system administration - identifying automation opportunities, driving service quality improvements, and delivering seamless voice experiences across the organization. You will collaborate closely with product, engineering, and data science teams to implement AI-powered solutions that enhance customer communication and internal work efficiency. If you're excited to modernize voice infrastructure and build scalable, data-driven workflows, you’ll thrive in our fast-paced, innovation-driven environment. There’s never been a better time to join ServiceLink - a company committed to growth, technology, and the success of every employee.

A DAY IN THE LIFE

In this role, you will…

• Collaborate with experts and stakeholders to define the strategy, implement, and support adoption of a next-generation telephony platform across the enterprise
• Analyze business workflows and voice interactions to identify opportunities for automation and experience improvements
• Ask the right questions to uncover root causes, challenge assumptions, and recommend data-informed enhancements to telephony workflows
• Design and configure call flows, IVRs, queues, and AI-driven voice features to support a wide range of business and customer needs
• Partner with product, engineering, and data science teams to design and launch automation flows that streamline voice interactions and order processing
• Monitor call performance, user behavior, and operational metrics to identify opportunities that improve automation, service quality, and efficiency
• Drive business operations adoption by training stakeholders, gathering feedback, and ensuring voice workflows align with real-world team needs

WHO YOU ARE

You possess …

• 5+ years of experiencemanaging or supporting cloud-based telephony or contact center platforms (e.g., IVRs, call routing, voice automation)
• A strong sense of ownership and accountabilityfor end-to-end system performance and user experience
• A product mindset - you ask “why,” think in terms of user journeys and business impact, and continuously look for ways to improve
• A curious and analytical mindset, with the ability to connect system behaviors to underlying workflows and user needs
• Tech-savviness, with the ability to navigate modern platforms, understand technical tradeoffs, and communicate effectively with engineering and data teams
• Comfort working cross-functionally with product, engineering, and data teamsto design and implement smart, scalable solutions
• Excellent communication and stakeholder management skills, with the ability to gather feedback, influence adoption, and align technical work with business goals

• Collaborate with experts and stakeholders to define the strategy, implement, and support adoption of a next-generation, enterprise-wide telephony platform
• Design and configure voice infrastructure components, including IVRs, call flows, queues, routing profiles, and AI-driven voice features to meet evolving business requirements
• Analyze business workflows, voice interactions, and operational data to identify opportunities for automation and experience improvements
• Ask the right questions to uncover inefficiencies, challenge assumptions, and guide business teams toward impactful telephony solutions
• Work closely with product, engineering, and data science teams to design, implement, and refine intelligent automation flows that streamline internal and customer interactions
• Track and interpret operational KPIssuch as call quality, handling time, completion rates, and platform adoption to inform continuous improvements
• Manage and support the Telephony System Administrator, providing direction, prioritizing tasks, and ensuring high-quality execution of system configurations and maintenance
• Own day-to-day platform performance and reliability, proactively identifying issues and working with technical teams to resolve them
• Drive adoption across business operationsby engaging stakeholders, delivering training, gathering feedback, and iterating on system workflows to align with real-world needs
• Serve as the subject matter expertfor enterprise voice systems and a primary point of contact for all telephony-related needs across departments
• Evaluate and recommend enhancementsto telephony capabilities, including new features, tools, and AI integrations that improve service quality and efficiency
• Ensure voice workflows and configurations are aligned with compliance, security, and data governance policiesin collaboration with internal risk and IT teams
• Document telephony workflows, configurations, and support processesto enable knowledge sharing and continuity across teams
• Stay informed of trends in cloud telephony, automation, and contact center technologiesto influence long-term planning and innovation roadmap
• Perform all other duties as assigned

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or other related fields
• 5+ years of experiencemanaging or configuring enterprise telephony or contact center platforms
• Hands-on experience with cloud-based call center platformssuch as Amazon Connect, including configuration of IVRs, call routing, and queue management
• Demonstrated ability to analyze business workflows and operational datato identify automation opportunities and experience improvement gaps
• A curious and critical mindset - you ask the right questions, challenge assumptions, and think deeply about how systems should work
• A product-oriented approach, with the ability to prioritize, iterate, and align telephony improvements to business goals and customer needs
• Tech-savvinesswith the ability to understand system architecture, troubleshoot voice configurations, and collaborate fluently with engineering and data teams
• Strong sense of ownership and accountabilityfor platform performance, user experience, and delivery of enhancements
• Experience collaborating with product, engineering, and data science teams to implementscalable automation flows and platform enhancements
• Experience configuring or supporting AI-driven voice features(e.g., voicebots, intelligent routing, callback logic)
• Proficiency in tracking and interpreting operational KPIs, such as call quality, resolution times, and adoption rates
• Knowledge of AWS services commonly used in telephony(e.g., Lambda, CloudWatch, Lex, S3) or willingness to learn
• Ability to manage and support direct reports, including task prioritization, quality review, and coaching
• Excellent communication and stakeholder engagement skills, with the ability to translate technical topics into actionable business insights
• Experience supporting the rollout and adoption of enterprise communication platformsin a business environment
• Ability to coordinate with external vendors or consulting partnersto deliver and support complex implementations