Application Owner - Telephony & Contact Center Platform bei Corebridge Financial

Who We Are

At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow.

We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life:

• We are stronger as one: We collaborate across the enterprise, scale what works and act   decisively for our customers and partners.
• We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders.
• We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future.
• We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work.

Who You’ll Work With

The Information Technology organization is the technological foundation of our business and works in collaboration with our partners from across the company. The team drives technology and digital transformation, partners with business leaders to design and execute new strategies through IT and operations services and ensures the necessary IT risk management and security measures are in place and aligned with enterprise architecture standards and principles. 

About The Role

We’re seeking an experienced and visionary Application Owner to lead our enterprise Telephony & Contact Center Platform ecosystem. This role is ideal for someone who thrives on owning the success of mission-critical technologies from a business perspective. You’ll serve as the primary liaison between business stakeholders, technical teams, and vendors — ensuring our platforms deliver exceptional customer and agent experiences while aligning with strategic goals. 

Our current ecosystem includes platforms such as Genesys, Verint, NICE, Salesforce FSC, Pindrop, and other integrated solutions. 

Responsibilities

Architecture & Design 

• Define and evolve the strategic vision for the Corebridge Call Center technology platform, which includes various technologies such as Genesys, Verint, Nice, Salesforce 
• Translate business needs into scalable, innovative and reliable solution  
• Lead planning and execution of new features, upgrades, and migrations with minimal disruption 
• Collaborate with stakeholders across sales, service, operations, and marketing to gather and translate requirements 
• Align platform architecture with customer experience, employee engagement, and business objectives 

Leadership & Collaboration 

• Serve as the primary point of contact for vendors (Genesys, Verint, NICE, Pindrop), managing SLAs and contracts 
• Lead cross-functional teams and external resources supporting the platform 
• Act as an escalation point for critical platform issues beyond standard support  
• Partner with IT, security, and enterprise architecture teams to ensure platform stability, compliance, and data protection 
• Communicate complex technical concepts to both technical and non-technical audiences 

Delivery & Innovation 

• Oversee total cost of ownership including licensing, infrastructure, and support 
• Identify opportunities for cost savings and performance optimization 
• Stay ahead of industry trends and drive adoption of modern tools and practices 
• Influence architectural direction and contribute to continuous improvement initiatives 

Skills and Qualifications

Competencies: 

• Business Knowledge: Demonstrates an understanding of the financial services industry, especially the defined contribution (401k/403b) group retirement and broker/deal and wealth management segments. 

• Industry Knowledge: Demonstrates an understanding of Telephony and Contact Center Platforms. 

• Technical Acumen: A deep understanding of contact center technology, including Voice over IP (VoIP), Interactive Voice Response (IVR), Artificial Intelligence, call routing, and integrations with other systems like CRMs. 

• Analytical skills:  The ability to use performance metrics and data to drive business decisions. 

• Lead /Partnership:  Serve as the primary point of contact for external platform vendors such as Genesys, Pindrop, Verint. Manage contracts, negotiate terms, and hold vendors accountable for service level agreements (SLAs). 

• Cultural Adaptability:  Values and consider the perspectives of diverse parties in a global context. Is a role model and organizational leader. 

• Communication and leadership:  The capacity to communicate effectively with both technical teams and non-technical business stakeholders, clearly articulating the platform's value and strategic direction. 

• Talent Cultivation:  Is a talent magnet and has proven skills in nurturing and developing talent. 

• Critical Thinking:  Able to identify, anticipate and prevent businesses problems and match an appropriate solution; Demonstrates intellectual curiosity identifying or anticipating issues within the client base and the ability to match an optimal solution. 

• Decision Quality / Risk Mindset:  Demonstrates good judgement and knows when to involve others; Uses data, logic, analysis, and experience to make evidence-based decisions. 

• Learning Agility:  Demonstrates a progressive growth mindset through an ability and willingness to learn from experiences and new situations; Applies experience to proactively identify opportunities. 

• Cross-functional collaboration:  The skill to work with various teams, from IT to marketing, to ensure the platform meets all business needs. 

• Problem-solving:  The ability to troubleshoot complex issues under pressure and lead teams to effective resolutions. 

Required Experience: 

• 7+ years of experience in Contact Center technology, with a focus on platform ownership, architecture, and vendor management 

• Proven track record of owning and optimizing platforms such as Genesys, Verint, NICE, Salesforce FSC, Pindrop, and other telephony or omnichannel solutions 

• Experience leading end-to-end platform delivery — from requirements gathering and design through implementation, support, and continuous improvement 

• Deep understanding of call center operations, including workforce management, quality assurance, call routing, IVR design, and agent desktop optimization 

• Familiarity with cloud-based contact center solutions and hybrid environments, including integrations with CRMs, ticketing systems, and AI-powered tools 

• Demonstrated ability to translate business needs into technical requirements, especially across departments like customer service, sales, marketing, and compliance 

• Hands-on experience with incident management, escalation protocols, and root cause analysis for high-impact platform issues 

• Strong background in vendor relationship management, including contract negotiation, SLA enforcement, and performance reviews 

• Experience managing platform budgets, licensing, and total cost of ownership (TCO), with a focus on cost optimization and ROI 

• Proven success in leading cross-functional teams, including internal developers, external consultants, and business stakeholders 

• Experience working in agile delivery environments, with a strong ability to prioritize, iterate, and deliver value quickly 

• Strong communication skills, with the ability to present technical concepts to executive leadership and non-technical audiences 

• Experience with change management and user adoption strategies, ensuring smooth transitions during upgrades, migrations, or new feature rollouts

Compensation

The anticipated salary range for this position is $125,000 to $145,000 at the commencement of employment for the Jersey City, NJ and Woodland Hills, CA area.  Not all candidates will be eligible for the upper end of the salary range. The actual compensation offered will ultimately be dependent on multiple factors, which may include the candidate’s geographic location, skills, experience and other qualifications.

In addition, the position is eligible for a discretionary bonus in accordance with the terms of the applicable incentive plan.

Corebridge also offers a range of competitive benefits as part of the total compensation package, as detailed below.

Work Location

This position is based in Corebridge Financial’s Houston, TX, Woodland Hills, CA, or Jersey City, NJ office and is subject to our hybrid working policy, which gives colleagues the benefits of working both in an office and remotely.

Estimated Travel

May include up to 25%.

#LI-SAFG  #LI-CW1 #LI-Hybrid

Why Corebridge?

At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.

Benefit Offerings Include:

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location.  In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

Eligibility for and participation in employer-sponsored benefit plans and Company programs will be subject to applicable law, governing Plan document(s) and Company policy.

We are an Equal Opportunity Employer

Corebridge Financial, is committed to being an equal opportunity employer and we comply with all applicable federal, state, and local fair employment laws. All applicants will be considered for employment based on job-related qualifications and without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, neurodivergence, age, veteran status, or any other protected characteristic. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. At Corebridge Financial, we believe that diversity and inclusion are critical to building a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our colleagues are respected as individuals and valued for their unique perspectives.

Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees, including any accommodations needed on the basis of physical or mental disabilities or sincerely held religious beliefs.  If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [email protected].  Reasonable accommodations will be determined on a case-by-case basis, in accordance with applicable federal, state, and local law.

We will consider for employment qualified applicants with criminal histories, consistent with applicable law.

To learn more please visit: www.corebridgefinancial.com

Functional Area:

IT - Information Technology

Estimated Travel Percentage (%):

Relocation Provided:

American General Life Insurance Company

Jetzt bewerben