Corebridge Financial
Application Owner - Telephony & Contact Center Platform
Corebridge Financial, Houston, Texas, United States, 77246
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Application Owner - Telephony & Contact Center Platform
role at
Corebridge Financial
Overview We are seeking an experienced and visionary Application Owner to lead our enterprise Telephony & Contact Center Platform ecosystem. This role serves as the primary liaison between business stakeholders, technical teams, and vendors, ensuring 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, including technologies such as Genesys, Verint, NICE, Salesforce; translate business needs into scalable, innovative and reliable solutions; 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); manage SLAs and contracts; lead cross-functional teams and external resources supporting the platform; act as an escalation point for critical platform issues; 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.
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 & Benefits 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 depend on multiple factors including geographic location, skills, experience and other qualifications. The position is eligible for a discretionary bonus under the applicable incentive plan. Corebridge also offers a range of benefits as part of the total compensation package.
Work Location & Travel 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, allowing both office and remote work. Estimated travel may be up to 25%.
Equal Opportunity Employer Corebridge Financial is committed to being an equal opportunity employer and to compliance with all applicable fair employment laws. All applicants will be considered on the basis of job-related qualifications 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 provides reasonable accommodations to job applicants and employees as required by law.
To learn more please visit: www.corebridgefinancial.com
Functional Area: IT - Information Technology
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Application Owner - Telephony & Contact Center Platform
role at
Corebridge Financial
Overview We are seeking an experienced and visionary Application Owner to lead our enterprise Telephony & Contact Center Platform ecosystem. This role serves as the primary liaison between business stakeholders, technical teams, and vendors, ensuring 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, including technologies such as Genesys, Verint, NICE, Salesforce; translate business needs into scalable, innovative and reliable solutions; 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); manage SLAs and contracts; lead cross-functional teams and external resources supporting the platform; act as an escalation point for critical platform issues; 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.
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 & Benefits 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 depend on multiple factors including geographic location, skills, experience and other qualifications. The position is eligible for a discretionary bonus under the applicable incentive plan. Corebridge also offers a range of benefits as part of the total compensation package.
Work Location & Travel 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, allowing both office and remote work. Estimated travel may be up to 25%.
Equal Opportunity Employer Corebridge Financial is committed to being an equal opportunity employer and to compliance with all applicable fair employment laws. All applicants will be considered on the basis of job-related qualifications 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 provides reasonable accommodations to job applicants and employees as required by law.
To learn more please visit: www.corebridgefinancial.com
Functional Area: IT - Information Technology
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