Telephony Infrastructure Operator


Date: Jan 23, 2023

Location: Alpharetta, GA, US

Company: New York Life Insurance Co

Location Designation: Remote 



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.



Job Title:         Telephony Infrastructure Operator
Location:         Remote
Type:               Full Time 

Job Function: 

  • The Telephony Infrastructure Operator will provide support across all telephony infrastructure and applications.
  • This position is responsible for delivering on support, strategies and designing solutions that will align the use of telephony services and technologies to the published telephony roadmap.
  • Solution Design, Delivery and Support turning business needs into technology solutions. It encompasses many of the functions, such as project management, gathering business requirements, design, development, implementing into production, and support and maintenance.


Key Duties and Responsibilities:

  • Manages local workload centered around voice systems, incident, change and problem management.
  • Provides timely status updates based on agreed to notification process on current status of all ongoing initiatives.
  • Business advocate to insure all changes are implemented based on unique business requirements and that all problems are resolved within the agreed upon SLA.
  • Supports business customers in the implementation, maintenance and support of all elements of the infrastructure.
  • Works independently and leads problem determination efforts requiring assistance from cross functional teams for the most complex situations.
  • Provides ongoing support and troubleshooting for installed technical solutions, insures operational issues are addresses and resolved.
  • Provides input to design decisions, contributing an understanding of how the technology performs to meet the unique local business requirements.
  • Participates in the testing of new technologies to be implemented in the environment, ensuring all scenarios have been tested in accordance with requirements.
  • Maintains a deep understanding of local business processes that impact or are impacted by the mix of applications and technologies that deliver IPT and IP call center services.
  • Actively engage with peer technical teams as appropriate to ensure a holistic approach to planning and problem solving when needed.
  • Help facilitate solutions meetings with business partners and technologies teams to build consensus and decisions without compromising delivery and/or service. 
  • Be a highly motivated and active within multiple work streams and manage deliveries accordingly across multiple projects.
  • Ability to analyze problems, align solutions, and articulate those in a clear discernible manner.
  • Communicate with all levels of the organization for clear problem resolution.


Required Qualifications:


  • Prior experience with maintenance, support and problem resolution for Cisco IP/UCCE, infrastructure and associated applications
  • Outbound Dialer experience
  • Understanding of telephony related systems including: IVR, Finesse, MRA, call recording, work force management, voice recognition, call detail reporting, call center management and reporting systems, CTI, etc.
  • Verint WFM/QM/WFO experience a plus
  • Avaya/Nortel experience a plus
  • Ability to engage/interact with managed services partner
  • Agile
  • Must have knowledge of industry best practices, trends and benchmarking regarding processes, services and solutions and make recommendations to management to continually improve
  • Understanding of the need for governance, risk, security, and compliance


Required Education/Experience


Education: BS degree in Computer Science or Business or

  • Minimum 6 years + of expanding hands-on experience with IP telephony and call center technology
  • Experience with large telephony migrations, implementations, etc
  • Understanding of Operating Systems, storage, network, and hardware 
  • Understanding of Software Development Lifecycle Methodologies & experience using software containers
  • In depth knowledge of application development including application servers, middleware, systems management, monitoring, configuration management
  • Self-motivated and able to work across diverse technical and non-technical teams 






Salary range: $70,000-$105,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.



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 Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 88502




Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

Job Segment: Call Center, Social Media, Testing, Project Manager, Application Developer, Customer Service, Marketing, Technology