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Assistant Director System Engineering - Contact Center

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

As the Digital Workplace team at Northwestern Mutual, we envision a work environment with digital capabilities that are a catalyst to realizing our company strategy while aligning with experiences that our workforce finds most valuable in their personal lives.

We are looking for a leader to deliver on a vision for Digital Workplace technologies used by our contact centers and help establish a metrics-driven discipline of service management within the Digital Workplace department.  They will be accountable for understanding the needs of our contact centers and partnering with key stakeholders to ensure the technology that is being introduced meets the needs of our user base while also improving the overall integrated experience with these technologies. 

Key capabilities for the contact center are workforce optimization, knowledge management, fraud detection, and intelligent contact routing.  Operational work, which includes system resiliency, redundancy, stability and security, will be a key focus area as well as ensuring the proper metrics are measured for the Digital Workplace applications used by Northwestern Mutual’s home office workforce across Milwaukee and New York.

  • Set a compelling vision for The team, measure and adapt to results through quantitative and qualitative measures of value, outcome, velocity, engagement, and satisfaction.

  • Develop and grow The team through training, mentoring, and coaching in your team and across The technology organization.

  • Clarify objectives and remove obstacles and barriers that prevent The team and organization from achieving results.

  • Develop, implement, and promote agile / lean best practice standards including The use of tools and automation.

  • Active participant in setting Standards and engineering best practices for an engineering domain.

  • Active participant in setting technical roadmap and technical vision for a broad set of technology disciplines.

Bring your best! What this role needs:

  • Bachelor's Degree or equivalent experience

  • 6-8 years professional experience

  • You have theoretical and logical understanding of specific domains your reports work in, and ability to articulate engineering tradeoffs across team and to senior leaders.

  • You bring together the work of many teams and individuals into a cohesive, achievable plan that aligns with goals and deadlines.

  • You break down complex problems into smaller, more manageable ones, and help others to do the same.

  • You are coach and mentor less experienced engineers, along with assigning stretch assignments, and develop development plans with reports.

  • Minimum 3 years experience planning, organizing and managing activities of others as direct reports or project teams

  • Experience managing engineers

  • Experience with engineering full software development lifecycle best practices including requirement gathering, design, testing, architecture, security, compliance, implementation and support

  • Experience with modern infrastructure, hybrid infrastructure, PaaS, SaaS, and specific and specialized experience in technologies within domain accountabilities.

  • Experience with modern engineering best practices, SLA adherence, service management, test driven development etc.

  • Experience working with all or most of the following technologies: OS, Virtualization, Databases, Network OSI, various scripting languages , Identity Management systems

  • Experience in integrating cloud platforms with on-prem infrastructure to enable business functionality

  • Hands on experience in scripting, performance tuning, engineering development and applied architecture

  • Minimum 3 years' experience planning, organizing and managing activities of others as direct reports or lead of specific project tracks, product teams.

  • Understand base technologies required for specific domain, and more generalized industry trends, CICD, automation, and scripting.

  • Hands on experience within a domain or as a software engineer.

  • Experience with engineering full software development lifecycle best practices including requirement gathering, design, testing, architecture, security, compliance, implementation and support

  • Experience with modern infrastructure, hybrid infrastructure, PaaS, SaaS, and specific and specialized experience in technologies within domain accountabilities.

  • Experience with multiple delivery methodologies such as Agile and Waterfall.

Beyond base salary, NM offers the following benefits; pension, 401k, comprehensive medical, dental, and vision, FREE lunch, annual bonus opportunity, and much more!  

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


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