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Principal Engineer - 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.

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.

We are looking for a leader with deep technical skills to help our organization set architectural standards, design systems that are holistic and work with the full leadership team to deliver on a vision for the endpoint, productivity, unified communications, and multimedia technologies used by Northwestern Mutual’s home office workforce across Milwaukee and New York along with our field Distribution System.  

They will be accountable for understanding the needs of our users and partnering with key stakeholders to ensure the technology, both hardware and software, that is being introduced meets the needs of our user base while also improving the overall experience with these technologies.

What's the role?

  • Individual Contributor that will use metrics and voice of customer to ensure we are providing and exceptional user experience for enterprise wide technologies

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

  • Lead technical discussions with stakeholders and internal customers that drive decisions and implementation.

  • Use effective agile delivery processes, service metrics, and financial, vendor, and life cycle management.

  • Partner with various NM technology owners, Enterprise Vendor Management, and other stakeholders to achieve our strategy.

  • Foster data-driven decision-making by researching, gathering, and using data on user needs, behaviors, and experiences

  • Work cross-functionally with other product owners, product managers, engineering managers, designers, and engineers to define requirements for current sprints

  • Provide input to product vision, strategy, and roadmaps through collaboration with the product and engineering managers.

Bring Your Best! What this role needs:

  • Responsible for setting Standards and engineering best practices for an engineering organization.

  • Personal accountability, curiosity, passion for high quality, continuous learning, and innovative thinking

  • Bachelor’s Degree or an equivalent combination of education and work experience

  • Ability to explain technical solutions to both technical and non-technical teams

  • Active role in mentoring and coaching other engineers.

  • Remain hands on to be an effective technical leader.

  • Applies industry leading and ground-breaking best practices to analyze and develop software solutions.

  • You have a history of consistently delivering successful solutions across multiple dimensions, including performance, scalability, robustness, and maintainability.

  • Ability to see and present "the big picture" and offer solutions to make it better.

  • A minimum of 6 years experience with Infrastructure automation, modern development, basic networking, and excellent troubleshooting skills with area of expertise as well as adjacent domains.

  • A minimum of 10 years experience in information technology specific to Contact Center technologies with a deep understanding of emerging Digital Workplace Technologies

  • Excels in leadership, interpersonal and communication skills

  • Demonstrated management skills including service management, delegation, and negotiation skills

  • Demonstrated orientation toward partnering as a business approach to organizational outcomes

  • Able to coach and mentor less experienced engineers, along with assigning and suggesting stretch assignments

  • Flexibility to manage multiple priorities and the ability to thrive in ambiguous situations

  • Emphasis on the need to provide continuous and improving customer service and support

  • Ability to influence teams, technology or business leaders on impactful issues and decisions.

  • Experience working 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!  


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.


We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.