Homeoffice VP, Telephony Platform Engineering bei Finance of America

About Us

At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55+ to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us, visit www.financeofamerica.com

Purpose of Role:

Responsible for defining and executing Finance of America’s enterprise telephony and contact center strategy, with a clear focus on enhancing customer experience, operational reliability, and communication agility. Responsible for the design, engineering, and continuous evolution of the company’s Genesys Cloud CX platforms into a scalable, cloud-native, and AI-enabled platform that drives measurable improvements in service quality and operational performance, ensuring every borrower, customer, and employee interaction is seamless, secure, and efficient.

 Key Responsibilities:

• Define and execute the telephony modernization strategy centered on Genesys Cloud CX and Amazon Connect, aligning with the enterprise’s digital transformation roadmap.
• Lead team of highly skilled telephony engineers and architects, fostering technical excellence, innovation, and collaboration to deliver best-in-class voice infrastructure and customer contact capabilities.
• Evaluate and evolve platform capabilities for omnichannel contact handling, IVR automation, and AI-driven customer interaction.
• Partner with Product, Customer Experience, and IT leadership to align platform design with customer journey strategies and operational needs.
• Establish enterprise-wide standards for telephony architecture, routing logic, agent experience, and quality monitoring.
• Direct the engineering design, deployment, and maintenance of Genesys Cloud CX and Amazon Connect platforms across global operations.
• Oversee SIP trunking, SBC integration, and call routing architecture to ensure optimal performance and resilience.
• Architect call flows, IVR logic, AWS Lambda integrations, and API-based connectors between telephony platforms, CRM systems (Salesforce), and data lakes.
• Implement and maintain call recording, transcription, and analytics through integrated services like AWS Kinesis, Amazon Transcribe, or Genesys Analytics.
• Establish operational KPIs for call quality, platform availability, latency, and Mean Opinion Score (MOS).
• Direct advanced troubleshooting and root cause analysis of SIP signaling, contact routing, and voice latency issues.
• Lead capacity planning, monitoring, and incident response processes across both Genesys and Amazon Connect environments.
• Implement DevOps and CI/CD practices for telephony configuration management and automated testing of call flows.
• Champion use of AI/ML and speech analytics to enhance self-service and agent performance.
•  Introduce bot orchestration, conversational IVR, and predictive routing capabilities.
• Optimize carrier routing, call cost structures, and geo-redundancy across Amazon and Genesys cloud footprints.
• Evaluate and integrate emerging CCaaS technologies and AWS service enhancements for continual platform evolution.
• Perform other duties as assigned.

Reports to:

• SVP, Head of Technology Operations and Chief Architect

 Direct Reports:

• 4-5 Engineers

 Qualifications:

• 10+ years in telephony or contact center engineering, with 5+ years in an leadership role.
• Proven expertise designing and operating Genesys Cloud CX and Amazon Connect platforms at scale.
• Deep understanding of SIP/RTP protocols, SBCs, trunking, IVR flows, and call routing logic.
• Experience integrating telephony systems with CRM, WFM, and analytics platforms.
• Demonstrated success leading large-scale migrations from legacy on-prem systems (Genesys on perm Avaya, Cisco, etc.) to cloud-based platforms.
• Proficiency in .NET and/or Python for developing integrations, automation scripts, and telephony workflow extensions.
• Experience with AWS ecosystem tools (Lambda, S3, DynamoDB, Kinesis, Lex, and Connect  APIs).
• Familiarity with Genesys SDKs, Cloud CX APIs, and routing strategy scripting.
• Understanding of AI/ML applications in speech analytics, sentiment detection, and real-time agent assist.
• Certifications: AWS Certified Solutions Architect, Genesys Cloud CX Professional or Architect, or equivalent.

 Education (Required):

• Bachelor's Degree in Computer Science or related technical field.
  Vendor or industry standard certifications in applicable specialty or related technology areas.

 Education (Preferred): 

• Master’s Degree

Compensation 

The base salary range for this position is inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP. 

Additional Information 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.