Sr Mgr-Technology Operations

Strategic and technically adept Senior Manager to lead our Voice and Calling Technology stack, with a focus on enterprise telephony and field voice services. This role will oversee platform modernization, vendor partnerships, and delivery of secure, scalable voice solutions that support business operations across the organization.

Key Responsibilities

• Platform Leadership & Strategy-

  Own the roadmap for enterprise voice platforms including Webex Calling, SIPREC, and cloud-based telephony services. Lead migration efforts from legacy systems to cloud calling platforms, ensuring minimal disruption and high service quality Evaluate and implement emerging capabilities (e.g., SMS, fax, voice biometrics, AI assist, Contact Center lite).

• Team & Vendor Management-

  Manage a cross-functional team of engineers, analysts, and offshore resources Partner with vendors (e.g., Cisco, AT&T, GTT, Lumen, Pindrop) to deliver integrated voice solutions Oversee contract renewals, vendor onboarding, and performance tracking.

• Innovation & AI Enablement-

  Drive adoption of virtual assistants and intelligent voice routing Collaborate with fraud and security teams to integrate voice authentication and deepfake detection Support AI-driven knowledge management tools (e.g., Vyond, Articulate, Allego).

• Operational Excellence-

  Ensure global voice infrastructure is secure, compliant, and optimized across US, EMEA, and India Lead initiatives such as voice gateway replacement, SIP trunking, and real-time fraud alerting Monitor and improve call quality, routing logic, and user experience.

• Talent Development-

  Build and mentor a high-performing team, fostering internal mobility and career growth Support hiring and onboarding of key roles across onshore and offshore teams.

Required Qualifications

• Bachelors degree or equivalent years of experience.

• 7-10 years of experience in enterprise voice/calling technologies, with 2+ years in a leadership role.

• Strong understanding of SIP, VoIP, cloud calling platforms, and field telephony infrastructure.

• Experience with AI/ML in voice applications (e.g., speech-to-text, voice biometrics).

• Proven success in vendor management and cross-functional collaboration.

• Excellent communication, strategic thinking, and problem-solving skills.

Preferred Qualifications

• Experience with platforms (Cisco voice UC, Cisco Cloud Webex).

• Background in financial services or other regulated industries.

About Our Company
We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

The estimated base salary for this role is $112,200 - $150,000 a year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Full time

Exempt

Technology

TECH Technology