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AVP, Platform Engineering - CRM/ Case Management

Job ID: R-008058 Date posted: 11/07/2019 Primary Location SC-Fort Mill

Associate Vice President, Platform Engineering – CRM / Case Management

Seeking the right candidate for the position of AVP, Platform Engineering – CRM/ Case Management who is excited about leading a cutting edge technology delivery team to implement innovative solutions for our advisors.

Primary Job Duties & Responsibilities

Strategic thinker and partner to technology leaders and business partners.

Architect and design the future for our cloud-based case management platform based on Microsoft Dynamics

Demonstrate deep understanding of customer service domain, architecture and case management platforms, tools and technologies (use of full suite of products such as MS-Dynamics, Pega, Siebel, Salesforce)

Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers

Lead engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices

Build relationships with technical & business leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions

Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics

Excel with evaluation of emerging Contact Center technologies

Excel at presenting new technology ideas to Contact Center leadership and customers

Education, Work Experience & Knowledge:

Bachelor's degree in a related field preferred.

7-12 years of experience in enterprise, application, and/or information architecture related to CRM & Case Management technologies.

3-5 years of experience as a technical lead/manager managing teams of size of 5-10 resources.

Job Specific & Technical Skills & Competencies:

7 -12 years' experience as a platform lead designing, implementing and supporting CRM and Case Management tools like Siebel, Pega, MS Dynamics, Salesforce etc.

Experience leading key platform engineering / management routines like Dev Ops, CICD, deployment management & application support

Extensive experience in platform & server management – IIS, Linux, supporting middleware technologies – Mulesoft, WebSphere MQ etc.

Understanding of business processes and (digital) transformation and how they relate to customer experience technology.

Experience with one or multiple telephony and contact center technologies such as Cisco, Genesys, 8x8, Fuze, Five9, ShoreTel, etc. [Genesys preferred.]

Excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.

Understanding of Agile development methodologies and ability to adapt to a dynamic/ fast paced environment

Strong architecture & systems planning skills

Solid understanding of contact center telephony markets, solutions, contact center designs and personalized IVR experience.

Strong business acumen, including domain-specific knowledge of the company and its business units

Strong leadership capability, executing as appropriate in the areas of responsibility

Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

Advanced knowledge of business operations and processes

Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

About LPL Financial:

LPL Financial is a leader in the retail financial advice market and the nation’s largest independent broker/dealer*. We serve independent financial advisors and financial institutions, providing them with the technology, research, clearing and compliance services, and practice management programs they need to create and grow thriving practices. LPL enables them to provide objective guidance to millions of American families seeking wealth management, retirement planning, financial planning and asset management solutions. LPL and its affiliates have more than 3,700 employees with primary offices in Boston, Charlotte, and San Diego.

Our Culture:

If you join LPL, you will join a culture that believes in delivering a world-class client experience and looks to all employees to contribute to that goal by sharing their creativity, experience, and passion for continuous improvement. As a destination of choice, our top priorities are growth and development, social responsibility, and financial health for our employees. 

We offer competitive compensation and industry leading benefits, including a wellness facility with onsite fitness classes, healthy meal choices, and a walk-in clinic. We support employee financial health through a 401k match, ESPP, and employee discounts. Work/life balance is our foundation and is supported through paid holidays, and paid time off (including time to volunteer). We foster a diverse work environment through Employee Resource Groups and diverse strategic partnerships.  

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please login or create an account to apply to this position. Principals only. EOE

*As reported by Financial Planning magazine, June 1996-2017, based on total revenue.

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  • Information Technology, Fort Mill, South Carolina, United StatesRemove