Lead, unified communications and contact center

About Northern Trust : Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity.

With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Role / Department : We are looking for a seasoned Cloud Contact Centre Engineer to join our team.

In this role, you will lead the design, implementation, and ongoing support of Cloud Contact Centre solutions, driving superior customer interactions through innovative technology.

Your expertise in advanced call routing mechanisms and integration with AI-driven tools will play a crucial part in streamlining contact center workflows and enhancing the customer experience and optimizing agent productivity.

This role demands strong analytical skills, sound judgment, advanced problem-solving abilities, deep knowledge of business unit functions and applications, and a broad understanding of industry trends.

The key responsibilities of the role include : Design, implement, and maintain Cloud Contact Centre solutions, including advanced call flows, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and agent workflows.

Collaborate with stakeholders and provide expert consultation and support to business units and IT management, assisting team at the highest technical level throughout every phase of the project development cycle.

Ensure that design decisions are effective, high-quality, timely, and easily implementable.

Customise desktop tools to empower contact centres with efficient tools and a unified interface for managing customer interactions across multiple channels.

Implement and manage advanced queues and call routing logic, leveraging AI-driven insights to ensure optimal call distribution, and agent skill-based routing.

Design and implement callback features to enhance customer experience and manage wait times effectively.

Support Cloud Contact Centre to leverage AI-powered insights for improved customer interactions and streamlined service efficiency.

Utilise APIs to integrate the contact centre solution with various applications, including CRM systems for a comprehensive 360-degree customer view and seamless data flow.

Ensuring the development of documentation, including appropriate policies and procedures for all aspects of Vo IP network.

Performing customer assessments, design, build, and technical documentation in support of the organization.

Active role in maintaining, deploying and troubleshooting any issues.

Provide troubleshooting to resolve common issues with the platform at all tiers.

Installing, configuring, and maintaining the implementation of the Voice infrastructure including hardware / software recommendations.

May act as Project Leader : Accountable for the effectiveness, quality and timelines of project design decisions and how easily these designs can be implemented.

Installation, administration, operation, trouble diagnosis and maintenance of Vo IP, unified communications and call center equipment.

Provide training and technical mentoring with systems and troubleshooting methods for voice and contact centre platforms.

Act as a main point of contact for training to lower-level specialists, maintain best practice and update documentation.

This includes internal and external partners supporting our systems.

Support of voice platforms, carrier services, E911 compliancy, and toll-free number management, this includes design, implementation, support, analytics, disaster recovery, documentation, and vendor management (Quarterly Business Reviews, SLA's Roadmaps).

Automation and Innovation : Initiate key solutions to reduce manual efforts, optimise workflows, business tasks, and processes.

Responsible for the voice platform ITSM processes; (Risk Management, Change Management, Vulnerability and Patch Implementation, OP Ticks).

Serve as a liaison for cross functional team activities, including support, implementations, technical troubleshooting and other dependencies.

Provides technical analysis and ensures compliance of requirements necessary for the protection of all data processed, stored, or transmitted by systems.

Skills / Qualifications : The successful candidate will benefit from having : Previous experience in contact centres desired Effective communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical audiences.

Working knowledge of Agile methodologies preferred A College or University degree and / or relevant proven work experience is preferred.

Working with Us : As a Northern Trust partner, greater achievements await.

You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today.

#Made For Greater Reasonable accommodation Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at.

We hope you're excited about the role and the opportunity to work with us.

We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.