Description
Description
Position at loanDepot
Position Summary:
Responsible for providing strong leadership in engineering, and operational management of loanDepot’s telephony platforms. Partners with all levels across IT and business divisions to determine resource requirements and technological needs, as well as identify and implement solutions. Oversees telephony platforms and teams and provides strong communication, leadership, and organizational development skills to solve business issues aligned with business stakeholders needs and requirements. Implements best practices (standards, processes & techniques), drives to increase support and functionality with solutions of ownership, and leads a high performing team focused on quality and exceptional delivery. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.
Responsibilities:
Responsibilities:
- Works with technology leadership on the alignment of the technical roadmap and architecture for all platforms comprising comprehensive telephony and contact center technologies, including Genesys Connect and Cloud environments, Cisco Unified Communications, leads engine, dialer, SMS, analytics for call analysis, etc.
- Oversees and leads a team of architects and engineers that focus on supporting and delivering high quality telephony & contact center services, solutions, & tools.
- Works closely with business leadership and stakeholders to implement, upgrade, develop and provide operational support of enterprise telephony and contact center platforms.
- Oversees the integration of multiple and disparate channels into a cohesive functional and technical roadmap for an effective agent experience. (Phone, SMS, Chat, Video, etc.).
- Leads the evolution of technical delivery for loanDepot’s telephony & contact center solutions through modern CI/CD principles, Scrum/Agile methodology, and working with Software Engineering and DevOps on CI/CD processes for the solution stack.
- Works closely with the business product owners and stakeholders to define robust and flexible roadmaps of telephony/contact center product solutions, ensuring they are well understood and can serve as a tool to manage emerging capabilities requirements, priorities, and projects.
- Manages vendors and key partnerships by holding them accountable for performance and expectations as well as leverage and drive them to increase product capabilities and functionality.
- Leads cross functional, enterprise level initiatives for business-critical telephony and contact center technology integration. Implements and drives daily operational support services and provides leadership in the development of data strategies for engagement technologies.
- Ensures telephony & contact center initiatives are well managed and deliver on expectations regarding quality, functionality, timeliness, and cost.
- Brings innovative, external best practices to telephony & contact center solutions, processes, products & applications.
- Cultivates positive and trusting relationship with key stakeholders and leadership teams, earning trust, and building the team’s reputation; Fosters a positive team environment, driving standards, consistency, collaboration, accountability, quality, and continuous improvement across the team.
- Establishes and manages Service Level Agreements with business partners.
- Participates in the implementation of new systems as a member of the project team, providing technical expertise, analysis, and oversight.
- Oversees and analyzes production support trends for assigned areas and systems and escalates suspected systemic issues to senior management.
- Performs other duties and projects as assigned.
Requirements:
- Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
- Bachelor’s Degree preferred, and a minimum of eight (8) + years’ experience in a related field.
- Minimum of eight (8) + years’ experience in Contact Center & Unified Communications technologies in large & complex, multi/omni-channel outbound call center environments (2,000+ agents) preferred.
- Eight (8) + years’ experience with SIP technologies and carrier provisioning preferred.
- Eight (8) + years direct experience with Genesys PureConnect (Interactive Intelligence CIC) preferred.
- Eight (8) + years’ experience with REST based Service Oriented Architecture applications preferred.
- Five (5) + years’ experience with Azure PaaS & Service Fabric technologies preferred.
- Five (5) + years’ experience with CRMs in Contact Center environments preferred.
- Five (5) + years’ experience managing technical oriented teams of people through line management or project management required.
- Experience in the Mortgage industry preferred.
- Proven ability to translate business needs into efficient and effective technical solutions required.
- Proven track record leading multiple initiatives/projects and teams over a sustained period required.
- Experience with traditional SDLC and rapid development methodologies required.
- Experience in training and driving user adoption required.
Why work for #teamloanDepot:
- Aggressive compensation package based on experience and skill set.
- Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
- Work with other passionate, purposeful, and customer-centric people.
- Extensive internal growth and professional development opportunities including tuition reimbursement.
- Comprehensive benefits package including Medical/Dental/Vision.
- Wellness program to support both mental and physical health.
- Generous paid time off for both exempt and non-exempt positions.
About loanDepot:
loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.
Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $140,000 and $151,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Other Jobs from loanDepot
Senior Data Architect (Azure & Databricks)
Irvine, CA
Plano, TX
Sr. SailPoint (IAM) Engineer
Plano, TX
Irvine, CA
Lead Software Engineer (C#/Azure)
Irvine, CA
Plano, TX
Similar Jobs
Staff Software Engineer, Data Platform
San Francisco, CA
Dc Network Senior Engineer
Romania
Senior DevSecOps Engineer
Remote
Mexico
Lead Cloud Engineer, Converse Technology (Open to Atlanta, Beaverton, Boston location)
Boston, MA
Atlanta, GA
Senior Principal, Solution Architect (Cloud & Engineering Excellence)
Remote
Beaverton, OR
There are more than 50,000 engineering jobs:
Subscribe to membership and unlock all jobs
Engineering Jobs
60,000+ jobs from 4,500+ well-funded companies
Updated Daily
New jobs are added every day as companies post them
Refined Search
Use filters like skill, location, etc to narrow results
Become a member
🥳🥳🥳 452 happy customers and counting...
Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.
To try it out
For active job seekers
For those who are passive looking
Cancel anytime
Frequently Asked Questions
- We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
- We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
- We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
- We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
- Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
- Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
- Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅
What Fellow Engineers Say
