Team Leader Branch Voice Operations and Engineering

The Team Leader of Operations and Engineering oversees the Branch Voice Operations Team. This person will lead a high performing team of associates and contractors to support and engineer voice solutions for 19,000+ branches in the United States and Canada. This includes, but is not limited to, central service over internet, mobile capabilities and branch telecommunications. This person is also responsible for vendor management, performance, availability, and relationships with the vendor(s) providing UCaaS platform with API integration. This team is also responsible for responding quickly and with a high degree of customer service to our branches

What you will do:

Ensure there is continuous innovation of the CCaaS platform by partnering with UCaaS provider(s) introducing new features, integration and AI capabilities.

Provide complex voice solutions to support firm business needs.

Lead the team during escalated production issues providing on demand decisions to isolate and remediate impact to branches quickly. Escalating issues to key voice vendors

Provide leadership and development to the team, leading with clarity, transparency, & accountability

**Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week effective June 1, 2026. Before June 1, 2026, candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.**