Josiah Immel
Director, IT Infrastructure & Operations
- Role
- Director, IT Infrastructure & Operations at Bread Financial
- Location
- Columbus, OH, US
- LinkedIn followers
- 500 followers
About Josiah Immel
A highly motivated professional with a passion for leading people, creating authentic partnerships, and implementing creative solutions for contact center environments. Over 20 years of experience in the mortgage & credit service industries delivering strategic technology solutions for call center operations worldwide. Accountable for the implementation and support of intelligent telephony integration efforts to provide workforce efficiencies, increase scalability, reduce operational expenses, and improve business continuity. Expertise in leading project implementation and change management efforts, delivering customized technical and procedural solutions, and acting as a liaison between business & technology partners. Experienced leader in the areas of Workforce Management, VoIP telephony solutions, technology integration, reporting & analytics, production support, incident management, and network operations monitoring.
Experience
Director, IT Infrastructure & Operations
Nov 2023 — Present · US
Oversee Bread Financial IT-Infrastructure teams supporting Telecommunications, Unified Communications, Call Routing, Call Recording, Speech Transcription, WFM, Collaboration, M365, Exchange, MS Teams, SharePoint, OneDrive, Audio Visual and Conferencing
Skills
- Avaya Ip Telephony
- Project Management
- Workforce Management
- System Testing
- Team Leadership
- Genesys
- User Acceptance Testing
- Vendor Management
- Performance Management
- Customer Experience
- Intelligent Call Routing
- Telephony
- Avaya
- System Administration
- Integration
- Break Fix
- Account Management
- Customer Service
- Customer Satisfaction
- Relationship Building
- Process Improvement
- Operations Management
- Telecommunications
- Analysis
- Contact Centers
- Banking
- Strategy Implementation
- Call Center
- Management
- Team Building
- Cross-Functional Team Leadership
- Leadership
- Technical Support
- Call Centers
- Business Analysis
- Production Support
- Strategy
- Analytics
- Troubleshooting
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