At American Financing, we're innovators with imagination. We do what it takes to help customers achieve their financial goals. And we stay ahead of the competition by challenging ourselves to become more efficient. We are one of the fastest-growing national mortgage lenders because we don't follow the status quo.
See what it's like to work for a national mortgage lender that truly values its employees. Wherever your passions lie, you can find rewarding work and new opportunities here.
Casual work environment
Denver Post Top Workplace
Top 50 Family-Owned Business
Best of Colorado Business
Inc. 5000 Fastest-growing Private Company
You will be responsible for assessing, recommending, planning, designing, and implementing a company wide telephony solution that will accommodate the company's need to evolve our inbound and outbound sales initiatives. You will build our internal processes to operate and maintain the recommended telecommunications infrastructure. You would work closely with engineering leadership while participating in strategic planning in order to implement a highly reliable multi-site and multi-state communications network leveraging current technology to deliver features providing business value at an appropriate cost.
*We will consider a full time employee or consultant for this role.
WHAT YOU WILL DO
Deployment of solutions using product roadmaps and standard design definition.
Provide guidance on infrastructure reliability and routine system maintenance
Provide content on policy and procedure that governs the management and maintenance of the deployed services.
Management of vendor work assignments and outside services in support of service delivery.
Serve as a mentor to support teams and provide high level technical support training for additional technology team members.
Establish and maintain effective working relationships internally and with client staff at all levels.
Serve as a leader to support the innovation, automation, and execution of contact center telephony systems and their integration into Salesforce or other CRM.
Demonstrate a deep understanding of customer service domains and multiple platforms.
Work with business stakeholders and engineering teams to build an Omni Channel customer experience.
Will lead, drive and execute Contact Center projects from an architecture and design perspective.
Will lead the development of Contact Center VOIP tech strategy to support the current and emerging needs.
Will help drive a streamlined and personalized omni channel experience for the customer.
Manage performance of the overall telephony system, provide insight and monitoring of dropped calls, abandoned rates, and other metrics.
Generate and automate scheduled reporting as necessary.
Monitor and communicate outages along with implementation of emergency protocols.
Work closely with the Marketing team to build and manage campaigns for outbound calling.
WHAT YOU WILL BRING
Bachelor’s degree in Telecommunications, Engineering or related industry or equivalent experience.
Minimum of 5 years of telecommunications related experience in a position with similar primary duties.
Experience deploying, supporting, and troubleshooting voice over IP telephones, voice over IP trunks, voice over IP protocols, premise based solutions and codec sets in an enterprise environment.
Demonstrated expertise in using platform specific Communication Manager applications (Avaya/Cisco/Nortel, etc.), and IP telephony architecture to support emergency survivability and local survivable processors.
Work experience must include demonstrated experience in an environment which includes multiple sites and large numbers of voice ports.
Knowledge of various dialer softwares, premise based solutions, IVR & ACD functionality and call acceleration.
Experience managing implementations of Call Center application like Five9, Ring Central, TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or Talkdesk) is highly desired.
Strong knowledge of CRM and Lead Management solutions (Salesforce, Zendesk, Oracle, NetSuite, Velocify, Desk.com and Microsoft Dynamics) is desired.
Must possess a strong combination of project management skills, technical contact center expertise, and client development.
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Contact Center best practices
Must be strategic thinker; Able to understand the ‘Big-Picture”
Ability to think quickly and adeptly when solving complex problems.
Exceptional with time management and organization.
WHAT WE BRING
Medical, Dental, Vision, 401k
Paid time off and sick days
Long-term paid disability
Paid maternity and bonding leave
100% remote opportunities
Full desk equipment provided
American Financing Corporation (AFC) is an Equal Opportunity Employer. AFC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis protected by law. All employment is decided on the basis of qualifications, merit and business need.