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Senior Call Center Technologist

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InformationTechnology
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72022 Requisition #
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Position Title Sr. Consultant, Telecommunications (Call Center) 

Job Description

 

Provides comprehensive consultation and guidance to business unit and IT management and staff at the highest technical level. Acts as a designer for major voice and contact center VoIP systems and their subsystems utilizing a thorough understanding of available technology, tools and existing designs.

 

This position requires highly developed programming and troubleshooting skills for both hardware and software. Works closely with business partners to identify and implement complex business requirements. Accountable for the effectiveness, quality and timelines of project design.

 

Knowledge/Skills

 

 Requires excellent oral and written communication skills, analytical ability, strong judgment and problem resolution. Able to manage multiple priorities, commitments and projects. Solid working knowledge of Microsoft Word, Excel, Project and Visio is required. Experience programming and supporting an ACD environment utilizing the following products: Avaya Communication Manager 7, Session Manager, G650/450 gateways, Business Advocate, AES, One X Agent and High Availability Call Management System (CMS) 18. Operational knowledge working in data center environment with ESXi virtual server environment and SAL/Policy Servers. Strong competency in SIP trunk interoperability with other Unified Communications platforms, adjunct applications as well as SIP using the public network for inbound and toll free call management. Custom report development of ACD data a plus.

 

Major Duties

 

1. Manage projects in accordance with corporate project standards which include gathering requirements, designing solutions, coordination between teams, programming, testing, implementation, end user training and documentation of solution.

 

2. Act as Subject Matter Expert on Contact Center applications and emerging technology.

 

3. Provide asset management for maintenance, acquisition, implementation and upgrades for all VoIP related hardware, virtual servers and software.

 

4. Responsible for planning, creating, documenting, implementing, testing and maintaining the Business Continuity Plan in accordance with corporate requirements.

 

5. Partner with procurement organization on vendor relationships and financial management of maintenance contracts and statements of work.

 

 6. Provide escalation third level support for 24 x 7 x 365 contact centers.

 

7. Provides technical analysis of requirements necessary for the protection of all information processed, stored, or transmitted by systems. Assures system design complies with all corporate controls and security.

 

8. Mentors and trains colleagues and temporary staff and maintains process and solution design documentation. Provides technical leadership on projects and during unplanned events.

Ability to engineer, monitor and troubleshoot telephony systems, including but not limited to SIP trunking, call routing, VM Ware, VoIP desktop and softphone end points. Understanding of enterprise network design and voice considerations within the IP network and addressing schema.

 

Demonstration of global business demand management.

 

 Bachelor degree in Computer Science or related discipline and eight years of progressive experience in ACD design, or an equivalent combination of education and work experience

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

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