Corebridge Financial
Application Owner - Telephony & Contact Center Platform
Corebridge Financial, Los Angeles, California, United States, 90079
4 days ago
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Pay found in job post Retrieved from the description.
Base pay range $125,000.00/yr - $145,000.00/yr
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.
Our Core Values
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.
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 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), 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
Competencies Skills and Qualifications
Business Knowledge: Understanding of the financial services industry, especially the defined contribution (401k/403b) group retirement and broker/deal and wealth management segments.
Industry Knowledge: Understanding of Telephony and Contact Center Platforms.
Technical Acumen: Deep understanding of contact center technology, including VoIP, IVR, AI, call routing, and integrations with CRMs.
Analytical skills: Ability to use performance metrics and data to drive business decisions.
Lead/Partnership: Serve as primary point of contact for external platform vendors, manage contracts, negotiate terms, hold vendors accountable for SLAs.
Cultural Adaptability: Values diverse perspectives, role model and organizational leader.
Communication and leadership: Communicate effectively with technical teams and non‑technical business stakeholders, articulating platform value and strategic direction.
Talent Cultivation: Talent magnet, nurturing and developing talent.
Critical Thinking: Identify and anticipate business problems and match solutions.
Decision Quality / Risk Mindset: Good judgement, data‑driven decisions.
Learning Agility: Growth mindset, willingness to learn, proactive opportunities.
Cross‑functional collaboration: Work with IT, marketing, etc., ensuring platform meets business needs.
Problem‑solving: Troubleshoot complex issues under pressure, lead teams to resolutions.
Required Experience
7+ years of experience in Contact Center technology, focusing on platform ownership, architecture, and vendor management.
Proven track record owning and optimizing platforms such as Genesys, Verint, NICE, Salesforce FSC, Pindrop, and other omnichannel solutions.
Experience leading end‑to‑end platform delivery — from requirements gathering to implementation, support, and continuous improvement.
Deep understanding of call center operations, workforce management, QA, call routing, IVR design, agent desktop optimization.
Familiarity with cloud‑based contact center solutions and hybrid environments, including integrations with CRMs, ticketing systems, AI tools.
Demonstrated ability to translate business needs into technical requirements across departments.
Hands‑on experience with incident management, escalation protocols, root cause analysis for high‑impact platform issues.
Strong background in vendor relationship management: contract negotiation, SLA enforcement, performance reviews.
Experience managing platform budgets, licensing, TCO, cost optimization and ROI.
Proven success leading cross‑functional teams including internal developers, external consultants, and business stakeholders.
Experience working in agile delivery environments, strong ability to prioritize, iterate, deliver value quickly.
Strong communication skills, presenting 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.
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%.
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.
Benefit Offerings
Health and Wellness: Medical, dental, vision insurance plans, mental health support and wellness initiatives.
Retirement Savings: 401(k) Plan with generous company matching up to 6% of eligible pay, company contribution equal to 3% of eligible pay. Vesting immediately.
Employee Assistance Program: Confidential counseling services and resources.
Matching charitable donations: Corebridge matches donations to tax‑exempt organizations 1:1, up to $5,000.
Volunteer Time Off: Earn up to 16 volunteer hours annually.
Paid Time Off: Eligible employees start with at least 24 PTO days.
Equal Opportunity Employer Corebridge Financial is committed to being an equal opportunity employer and complies 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.
If you need a reasonable accommodation during the application or hiring process, please email TalentandInclusion@corebridgefinancial.com.
To learn more, visit www.corebridgefinancial.com.
#J-18808-Ljbffr
Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Pay found in job post Retrieved from the description.
Base pay range $125,000.00/yr - $145,000.00/yr
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.
Our Core Values
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.
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 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), 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
Competencies Skills and Qualifications
Business Knowledge: Understanding of the financial services industry, especially the defined contribution (401k/403b) group retirement and broker/deal and wealth management segments.
Industry Knowledge: Understanding of Telephony and Contact Center Platforms.
Technical Acumen: Deep understanding of contact center technology, including VoIP, IVR, AI, call routing, and integrations with CRMs.
Analytical skills: Ability to use performance metrics and data to drive business decisions.
Lead/Partnership: Serve as primary point of contact for external platform vendors, manage contracts, negotiate terms, hold vendors accountable for SLAs.
Cultural Adaptability: Values diverse perspectives, role model and organizational leader.
Communication and leadership: Communicate effectively with technical teams and non‑technical business stakeholders, articulating platform value and strategic direction.
Talent Cultivation: Talent magnet, nurturing and developing talent.
Critical Thinking: Identify and anticipate business problems and match solutions.
Decision Quality / Risk Mindset: Good judgement, data‑driven decisions.
Learning Agility: Growth mindset, willingness to learn, proactive opportunities.
Cross‑functional collaboration: Work with IT, marketing, etc., ensuring platform meets business needs.
Problem‑solving: Troubleshoot complex issues under pressure, lead teams to resolutions.
Required Experience
7+ years of experience in Contact Center technology, focusing on platform ownership, architecture, and vendor management.
Proven track record owning and optimizing platforms such as Genesys, Verint, NICE, Salesforce FSC, Pindrop, and other omnichannel solutions.
Experience leading end‑to‑end platform delivery — from requirements gathering to implementation, support, and continuous improvement.
Deep understanding of call center operations, workforce management, QA, call routing, IVR design, agent desktop optimization.
Familiarity with cloud‑based contact center solutions and hybrid environments, including integrations with CRMs, ticketing systems, AI tools.
Demonstrated ability to translate business needs into technical requirements across departments.
Hands‑on experience with incident management, escalation protocols, root cause analysis for high‑impact platform issues.
Strong background in vendor relationship management: contract negotiation, SLA enforcement, performance reviews.
Experience managing platform budgets, licensing, TCO, cost optimization and ROI.
Proven success leading cross‑functional teams including internal developers, external consultants, and business stakeholders.
Experience working in agile delivery environments, strong ability to prioritize, iterate, deliver value quickly.
Strong communication skills, presenting 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.
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%.
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.
Benefit Offerings
Health and Wellness: Medical, dental, vision insurance plans, mental health support and wellness initiatives.
Retirement Savings: 401(k) Plan with generous company matching up to 6% of eligible pay, company contribution equal to 3% of eligible pay. Vesting immediately.
Employee Assistance Program: Confidential counseling services and resources.
Matching charitable donations: Corebridge matches donations to tax‑exempt organizations 1:1, up to $5,000.
Volunteer Time Off: Earn up to 16 volunteer hours annually.
Paid Time Off: Eligible employees start with at least 24 PTO days.
Equal Opportunity Employer Corebridge Financial is committed to being an equal opportunity employer and complies 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.
If you need a reasonable accommodation during the application or hiring process, please email TalentandInclusion@corebridgefinancial.com.
To learn more, visit www.corebridgefinancial.com.
#J-18808-Ljbffr