Corporate Vice President, IVR & Voice Technology

The Corporate Vice President leads the IVR Technology function and provides strategic and operational oversight of the telephony platforms, tools, and customer experiences that support the Direct business. This leader manages a team of technical resources responsible for voice support, issue resolution, roadmap execution, governance prioritization, and delivery of enhanced servicing capabilities. The role requires close partnership across Enterprise Technology, Direct IT, and business stakeholders to translate business and technical needs into actionable work, monitor performance and customer experience metrics, support critical production situations, and advance reliable, future-ready voice technology solutions that improve operational efficiency and business outcomes. What You’ll Do:

• Lead a team of technical resources responsible for administering, maintaining, and enhancing telephony platforms and customer experiences.
• Oversee day-to-day voice support, including issue investigation, resolution, and operational follow-through.
• Advance the telephony roadmap through analysis, prioritization, and implementation of new and enhanced servicing functionality.
• Represent Direct priorities and sequencing through the telephony governance process.
• Lead medium-complexity initiatives from planning through execution, ensuring alignment with business priorities and delivery objectives.
• Monitor metrics that assess business impact, system performance, and customer experience.
• Evaluate production issues by listening to calls, reviewing data inputs, and validating the customer experience.
• Make timely, informed decisions that support initiative success and minimize operational impact to Direct.
• Develop clear, actionable work requests that translate telephony priorities into executable technology work.
• Support critical production situations that impact business operations and customer servicing.

What You’ll Bring: This role requires an influential, collaborative leader with strong business acumen, intellectual curiosity, and a growth mindset. The successful candidate will operate effectively across organizational boundaries, align stakeholders around shared priorities, thrive in a fast-paced environment, and help evolve the IVR Technology team toward a future-ready operating model that supports the Direct business., Citi’s Core Payment Systems team is looking for a Senior Engineering Lead, Payments Technology to architect, build, and evolve the global payment processing platforms that sit at t…

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• Bachelor’s degree in business, technology, or a related discipline; equivalent experience will also be considered
• At least five years of experience in telephony support or a related technical discipline
• Proven success implementing voice technology solutions that support business operations and customer experience
• Strong communication skills, including the ability to translate complex technical terminology into clear, accessible messages for all levels of the organization
• Knowledge of how call centers use telephony tools to support customer interactions and servicing outcomes
• Strong understanding of development concepts and SDLC methodologies
• Experience with IVR technologies, including DTMF, natural language, Computer Telephony Integration, voice recording, and operational analytics
• Experience with voice technology tools such as Amazon Connect, Nuance, Cisco, Finesse, CUIC, and Verint
• Experience with inbound and outbound dialer capabilities
• Experience with scheduled and courtesy callback capabilities
• Experience composing clear, customer-centered IVR messaging
• Strong business acumen and ability to connect technology decisions to operational outcomes
• Demonstrated leadership and influence skills that advance business initiatives, operational efficiency, and measurable outcomes
• Experience contributing to mid- and long-term department and enterprise strategy
• Technical knowledge of telephony tools and resources, ability to develop SQL queries, and intermediate proficiency in Microsoft Office, including Word, Excel, and PowerPoint

Preferred Skills:

• Knowledge of the NYL Direct business or operational understanding of the life insurance business
• Experience with Agile practices and delivery methodologies
• Experience developing or implementing AI-enabled tools in a corporate setting to advance automation and efficiency

Salary Range: $120,000-$150,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program., + $113,840-170,760 per year, + $113,840-170,760 per year Are you passionate about engineering, testing, automation, and building high-quality software? Do you thrive on working across diverse teams to share your expertise and raise the b…

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At New York Life Direct, you’ll be joining the nation’s #1 direct-to-consumer provider of life insurance. The AARP Life Insurance Program from New York Life is endorsed by AARP and is the only life insurance program developed exclusively for AARP members. Your work will help more Americans achieve greater financial security and peace of mind., At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it. Our Benefits We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. to discover more about our comprehensive benefit options or visit our . Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. to learn more about New York Life’s leadership in this space. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the . We’re proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the page of . Visit our to see how our employees and agents are leading the industry and impacting communities. Visit our to learn more about how our company is constantly evolving to meet our clients’ and employees’ needs. Job Requisition ID: 95098 About NY Life Insurance Company Diversity & Humanity-two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy. As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of a diverse team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others. You are our future, and we commit to investing in you accordingly. Visit our to see how our employees and agents are leading the industry and impacting communities. Visit our to learn more about how our company is constantly evolving to meet our clients’ and employees’ needs.