Lead, Unified Communications And Contact Center

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 the 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.
Customize 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.
Utilize APIs to integrate the contact centre solution with various applications, including CRM systems for a comprehensive 360-degree customer view and seamless data flow.
Develop documentation, including policies and procedures for all aspects of VoIP network.
Perform customer assessments, design, build, and produce technical documentation in support of the organization.
Maintain, deploy, and troubleshoot issues as they arise.
Provide troubleshooting to resolve common platform issues at all tiers.
Install, configure, and maintain the Voice infrastructure, including hardware/software recommendations.
May act as Project Leader: responsible for the effectiveness, quality, and timelines of project design decisions and implementation ease.
Install, administer, operate, diagnose, and maintain VoIP, unified communications, and call center equipment.
Provide training and technical mentoring for voice and contact centre platforms, acting as the main contact for training lower-level specialists, maintaining best practices, and updating documentation.
Support voice platforms, carrier services, E911 compliance, and toll-free number management, including design, support, analytics, disaster recovery, documentation, and vendor management.
Drive automation and innovation to reduce manual efforts, optimize workflows, and improve business processes.
Manage voice platform ITSM processes, including Risk Management, Change Management, Vulnerability and Patch Management.
Serve as a liaison for cross-functional team activities, including support, implementation, troubleshooting, and dependencies.
Ensure compliance of data protection requirements across systems.
Skills/Qualifications:
The successful candidate will benefit from having:
Previous experience in contact centres desired
Effective communication skills, capable of articulating technical concepts clearly to both technical and non-technical audiences.
Working knowledge of Agile methodologies preferred
A degree or relevant work experience is preferred.
Working with Us:
Join Northern Trust and be part of a flexible, collaborative, and stable organization committed to community support and professional growth.
We promote internal mobility, accessibility, and inclusivity.
Apply today and discuss your flexible working needs with us.
#MadeForGreater
Reasonable accommodation
Northern Trust provides reasonable accommodations for individuals with disabilities.
Contact our HR Service Center at for assistance.
We look forward to your application and the possibility of you joining our team
#J-18808-Ljbffr