Only 24h Left: 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: The Unified Communications Department is a global team which designs, implements and supports the Northern Trust Contact Centre and Voice technology platforms. We are seeking a seasoned Cisco Contact Centre Engineer to lead the design, implementation, and ongoing support of innovative solutions that elevate customer interactions and agent productivity. This role demands advanced analytical skills, sound judgment, and deep expertise in call routing and AI-driven technologies to optimise workflows across the contact centre. Successful candidates will be proactive, technically adept, and comfortable managing multiple areas of focus in a fast-paced environment. The successful candidate will demonstrate some of the following skills: Design, implement, and maintain Cloud Contact Centre solutions, including advanced call flows, Omni channel, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and agent workflows. Collaborate with stakeholders and provide expert consultation throughout all phases of project lifecycle and operational support model. Ensure design decisions are effective, high-quality, timely, and straightforward to implement. Develop comprehensive documentation, strategies, and roadmaps which adhere to Northern Trust policies and procedures for Contact Centre operations. Conduct Contact Centre assessments and develop solutions to optimize the client and agent experience. Deliver training and technical mentoring for Contact Centre platforms, serving as a primary resource for team members and partners. Skills/Qualifications: The successful candidate will benefit from having: Previous experience in Cisco Contact Centre (Cloud and on Prem) 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. #MadeForGreater 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.