Telephony System Manager, Information Technology

Overview

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

Responsibilities

• 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, includ