Telephony Systems Administrator


Posting Date: Mar 21, 2024

Location: Tampa, FL, US

Company: New York Life Insurance Co

Location Designation: Hybrid - 3 days per week 



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.



This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.


NYL Direct is looking for a Senior Associate Software Test Engineer. The primary purpose of this role is to develop and execute manual tests as well as execute automated tests to ensure product quality.  In this role you will estimate, plan, and coordinate testing activities.  You will also ensure that quality issues and defects are appropriately identified, documented, tracked, and resolved in our defect tracking system(s).


Job Function and Key Duties & Responsibilities:


  • Support the organization’s telephony roadmap through the analysis, development, and implementation of new and enhanced servicing functionality.
  • Participate in troubleshooting and triage of telephony system issues with different teams to drive towards root cause identification and resolution.
  • Ability to test from multiple perspectives, and understand the various needs of different stakeholders (users, business, developers) when testing
  • Design test scenarios and scripts, execute test cases, compare results to functional and non-functional requirements, and reports defects with limited guidance
  • Participate in Daily Huddles, Sprint Planning, Sprint Demos, Sprint Review and Retrospective, and Project Retrospectives for assigned initiatives
  • Work independently or as member of a team to support technically challenging projects and constantly ensure other stakeholders are included on various communications channels to provide opportunity for engagement
  • Coordinate and facilitate end user acceptance and business validation sessions with business users




  • 5+ years’ related technology experience required
  • Ability to work after hours or weekends as needed 
  • Demonstrated experience in working in IVR technologies including DTMF and natural language, Computer Telephony Integration, voice recording, and operational analytics
  • Experience with voice technology tools like Nuance, Cisco, Finesse, CUIC and Verint
  • Experience with composing IVR messaging
  • Experience with inbound and outbound dialers
  • Experience with automated dialer capabilities like courtesy call back
  • Experience working in an Agile/Scrum development process
  • Experience with developing SQL queries
  • Good understanding of relational database design


 This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.






Salary range: $59,400-$90,000 

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: 90162




Nearest Major Market: Tampa

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