Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

Trustmark is seeking a skilled and experienced Contact/Call Center Infrastructure Solutions Engineer to join our dynamic team. In this role you will play a pivotal role in leading and directing the infrastructure technology, managing services, and collaborating across teams enabling and supporting Trustmark’s contact/call center functionality and customer experience (CX)

Leveraging extensive experience in telephony systems and technology, omnichannel technology, cloud-based contact center solutions, including Dynamics 365 Customer Service, Sales, and Digital Contact Center, and experience directly supporting business and IT leaders, this role will serve as a thought leader with CRM technology groups, applications development teams, and business users, to drive business goals through exceptional customer experience leveraging technical solutions.

This position will have responsibility for analyzing user needs to determine technical requirements, participating in service design meetings, creating solution designs based on business requirements to align with business and IT strategies, defining roadmaps for infrastructure technical services, and maintaining service life cycle management, including change, operational readiness, and new/deprecated features.

The individual in this role will identify alternative and emerging technology solutions and work with business and IT leadership to gain support for the vision. Overseeing the execution of development work to build new solutions leverging internal and 3rd party vendor teams.

Role: Contact Center Infrastructure Solutions Engineer

Location: Hybrid- 2 days remote, 3 days on site at the Lake Forest campus

Position Summary: Trustmark is seeking a skilled and experienced Contact/Call Center Infrastructure Solutions Engineer to join our dynamic team. In this role you will play a pivotal role in leading and directing the infrastructure technology, managing services, and collaborating across teams enabling and supporting Trustmark’s contact/call center functionality and customer experience (CX)

Leveraging extensive experience in telephony systems and technology, omnichannel technology, cloud-based contact center solutions, including Dynamics 365 Customer Service, Sales, and Digital Contact Center, and experience directly supporting business and IT leaders, this role will serve as a thought leader with CRM technology groups, applications development teams, and business users, to drive business goals through exceptional customer experience leveraging technical solutions.

This position will have responsibility for analyzing user needs to determine technical requirements, participating in service design meetings, creating solution designs based on business requirements to align with business and IT strategies, defining roadmaps for infrastructure technical services, and maintaining service life cycle management, including change, operational readiness, and new/deprecated features.

The individual in this role will identify alternative and emerging technology solutions and work with business and IT leadership to gain support for the vision. Overseeing the execution of development work to build new solutions leverging internal and 3rd party vendor teams.

Key Accountabilities:

• Collaborate with business and IT leadership to design business cases, define requirements, develop technical roadmaps and strategies, prioritize initiatives, assess risk, design implementation and integration of infrastructure service solutions.

• Drive innovation and promote new technologies and processes to improve existing contact center technology solutions.

• Effectively communicate and collaborate with cross functional teams, business users, and leadership.

• Understand, resolve, and provide alternative solutions to business problems related to the contact center technologies.

• Collaborate with users to incorporate feedback and influence the application/product design.

• Lead and oversee the execution of work by internal and vendor/3rd party teams.

• Work across the IT organization on contact center technology projects to support business goals and IT priorities.

Minimum Requirements:

• Bachelor’s degree and a minimum of 6 years relevant experience in engineering and/or applications development OR a high school diploma or equivalent and 8 years relevant experience

• Demonstrated technical leadership with contact/call center technologies, including traditional telephony systems and technologies, cloud-based contact/call center solutions, IVR, and Dynamics 365 Contact Center

• Experience communicating directly with and advising non-technical senior business leaders as a technical subject matter/expert consultant

• Experience assessing, evaluating, and prioritizing technology solutions to business needs to drive decisions for a contact/call center including workforce management tools, analytics platforms and tools, data security and compliance protocols

• Experience leading, delegating, monitoring, and supporting the hands-on technical execution of work completed with both internal and vendor-based/3rd party teams

• Experience using Microsoft Power BI

• Experience building automation solutions with Microsoft Power Platform

• Experience integrating contact center software with other business systems including Microsoft Dynamics CRM

Preferred Qualifications:

• Life insurance industry knowledge

• Experience using Salesforce technologies

Brand: Trustmark

Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.

At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.