Manager, Unified Communications & Contact Center Technology

About this role

Established in 2021,   Independence Pet Holdings   is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.   We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job S ummary :   IPG is seeking a Manager, Unified Communications & Contact Center Technology. The Manager, Unified Communications & Contact Center Technology is responsible for the strategic design, implementation, and ongoing leadership of IPG’s enterprise-wide telecommunications and contact center technology infrastructure. This role will serve as the telephony architect, overseeing the development of a flexible, scalable, and secure communication environment that supports the organization’s customer engagement strategies and operational excellence.

The Manager will lead teams responsible for telephony administration, support, and workforce management, ensuring optimal performance and alignment with business goals. This position will collaborate with business unit leaders, end-users, and IT teams to identify, design, and implement communication solutions that enhance efficiency, improve customer service, and drive measurable business improvement across IPG.

Key Attributes: • Strategic thinker with a focus on innovation and continuous improvement.

• Strong leadership presence with the ability to inspire cross-functional collaboration.

• Results-oriented mindset committed to operational excellence and customer satisfaction.

• Adaptable and forward-looking, comfortable leading emerging technology initiatives

Job Location: Strong prefernce for Hybrid (1-2 days/week) in Scottsdale, AZ; Chicago, IL; or New York, NY. Willing to consider Remote – USA.

Main Responsibilities:      Strategic Leadership & Architecture • Develop and execute a comprehensive telecommunications and contact center technology strategy that aligns with enterprise goals.

• Assess and architect a flexible, enterprise-wide design for unified communications and contact center technologies.

• Lead the evaluation and implementation of new communication technologies and integrations to e nhance customer experience and operational agility.

• Serve as a key advisor to executive leadership on telecommunications strategy, industry trends, and emerging technologies.

Team Leadership & Operations • Lead, mentor, and develop teams of telephony administrators, support personnel, and workforce management professionals.

• Oversee day-to-day operations of telecommunication systems, ensuring high availability, reliability, and performance.

• Establish clear performance goals and foster a culture of continuous improvement and innovation.

Business Improvement & Collaboration • Partner with business unit leaders, end-users, and IT to identify opportunities for process improvement and technological enhancement.

• Facilitate information gathering, requirement elicitation, and business needs analysis for telecommunications and contact center projects.

• Document and validate detailed business and technical requirements; manage testing and implementation processes to ensure successful delivery.

• Act as a liaison between technical teams, vendors, and business stakeholders to ensure effective communication and solution alignment.

• Support the full lifecycle of improvement initiatives—from defining mandates and implementing solutions to measuring and reporting tangible benefits.

Vendor & Technology Management • Manage vendor relationships and contracts related to telecommunications and contact center platforms.

• Oversee integration of third-party technologies, ensuring compliance with IPG/IPH security and data standards.

• Evaluate cost, performance, and scalability of vendor solutions to ensure value and sustainability.

Basic Qualifications:     • Develop and execute a comprehensive telecommunications and contact center technology strategy that aligns with enterprise goals.

• Assess and architect a flexible, enterprise-wide design for unified communications and contact center technologies.

• Lead the evaluation and implementation of new communication technologies and integrations to enhance customer experience and operational agility.

• Serve as a key advisor to executive leadership on telecommunications strategy, industry trends, and emerging technologies.

• Lead, mentor, and develop teams of telephony administrators, support personnel, and workforce management professionals.

• Oversee day-to-day operations of telecommunication systems, ensuring high availability, reliability, and performance.

• Establish clear performance goals and foster a culture of continuous improvement and innovation.

• Partner with business unit leaders, end-users, and IT to identify opportunities for process improvement and technological enhancement.

• Facilitate information gathering, requirement elicitation, and business needs analysis for telecommunications and contact center projects.

• Document and validate detailed business and technical requirements; manage testing and implementation processes to ensure successful delivery.

Similar jobs

• Manager, Contact Center and Systems Operations — Sollishealth · Remote
• Director, Contact Center Technology — Zelis · US MA Boston | US TX Plano | US GA Atlanta
• Sr. IT Engineer - Unified Communications — Shi · Somerset, NJ USA
• Director Contact Center and Telephony Technologies — McKesson · Remote
• Manager, Real Time Communications Technology — Point72 · United States
• Manager, Technology Services — Modmed · Remote
• Contact Center Manager — NVIDIA · Santa Clara, CA
• Manager, Call Center — Broadridge · Edgewood, NY