Northern Trust is seeking an effective Unified Communications and Contact Center technology Leader within the Digital Workplace organization. This role is responsible for oversight and direction of Unified Communications, Voice, Contact Center Strategy, Program Delivery, and day-to-day operations. The ideal candidate will be strategic with a cloud mindset. Candidate will also be ‘hands-on’ and have relevant leadership necessary to ensure systems, services, and infrastructure related to Unified Communications work reliably and securely. This role will also ensure:
- Development and delivery of key strategic programs including a Contact Center Strategy, refresh of voice technologies, and modernization through cloud
- Understanding and involvement of Legal and Compliance initiatives for eDiscovery and Regulatory Requirements for Financial Services
- Solutions and technology meet Cyber and Risk requirements
- The regional technical teams and the corresponding enterprise support model work hand in hand
- The organization is effectively running IT Service Management capabilities (Incident, Problem, Change, Vulnerability Management, etc.)
- The right monitoring tools, automations, and processes to improve stability and performance
- Effective oversight of Managed Service Providers for the Unified Communications Tower
- Timely and effective response to incidents/escalations coming from the Service Desk and Field services team
Responsibilities:
- Provides technical and architecture direction for Voice Platforms including Contact Center, IP Turrets, Voice/SIP technologies, and Fax Messaging Gateway
- Management, governance, and oversight of Legal, Compliance, and Regulatory requirements and configurations
- Manage community of practice for Contact Centers across business and technology to facilitate sharing of best in class solutions and practices to support innovation
- Stays up to date on industry regulations, trends and technology for overall platforms in scope
- Reviews team efforts and follows projects through testing and production deployment
- Provide technical oversight, training, and coaching to the team
- Works with other infrastructure, security, and application teams/leads to drive decisions on which solutions to implement in the best interest of the organization
- Responsible for operations and ensures the team performs within set technical guidelines by providing or co-authoring standard operating procedures
- Assigns each team member specific tasks in both architecture and support domains and oversees their performance
- Works with managed service provider to optimize support and service desk operations to handle day to day incidents and tickets
- Coach, mentor, train and support team members in the fulfillment of their operational day-to-day obligations
- Serves as escalation point for major Incident and triage activities related to Unified Communications technologies
- Provides direction to offshore and onshore Digital Workplace support teams. Be available to join the calls related to production issues when needed.
- Manage the departmental budget and forecasting. Product life-cycle management
- Experienced with the implementation and support of Unified Communications systems within Enterprise scale environment
- General understanding of Network, Security, Storage, Directory services, and cloud technologies
Knowledge/Requirements:
- Bachelor’s Degree or higher in relevant field or equivalent work experience
- 8+ years of direct Infrastructure, IT operations, and Engineering experience
- 6+ years of experience in managing global team, preferable in financial or regulated industry
- 8+ years of experience and in-depth understanding of Voice platforms, Contact Center and relevant experience in this field including on-prem, cloud and hybrid cloud enterprise infrastructure, and support model implementations
- In depth understanding of Avaya, Cisco, and NICE Contact Center Platforms
- In depth understanding and proven implementation of Compliance, Legal, and Regulatory requirements for Financial Services applied to Unified Communications products
- Knowledge of supporting technologies including but not limited to authentication, networking, e.g. routing protocols/technologies TCP/IP, DHCP, DNS, LAN, WAN, Wireless and VPN, peripherals, active directory services, GPO
- Proven ability of maintenance and change including patch management, vulnerability management, change management, problem management, application testing, packaging and deployment.
- Global technology experience working with various towers and teams including Risk, Privacy, Legal, Security, Audit, and compliance
- Experience with maturing operations and engineering processes, documentation, monitoring capabilities and queue workflow
- Related technology certifications a plus: e.g. cloud technologies, ITIL, security, engineering certifications
- Excellent oral and written communication skills are required
- Highly flexible, effective, and adaptable to change
- Strong analytical ability, judgment and problem analysis techniques, excellent communication skills, and the ability to work effectively with client and IT management, staff and vendors.
- A self-starter with a passion for technology, teamwork, overcoming challenges, prioritization, problem solving, diagnosis/troubleshooting & providing exceptional customer service
- Strong adaptation skills including the ability to communication at all levels, analytical ability, strong judgment and management skills, and the ability to work effectively with partners, staff, vendors, IT and operational leaders.
- Leadership and organizational skills are required to manage multiple projects, develop periodic goals, manage and motivate team members towards the goals set, and ensure formality as a standard.
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 [email protected].
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.
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