Unified Communications Specialist

Wintrust is a financial holding company with approximately $62 billion in assets whose common stock is traded on the NASDAQ Global Select Market. Guided by its “Different Approach, Better Results” philosophy, Wintrust offers the sophisticated resources of a large bank while providing a community banking experience to each customer. Wintrust operates more than 200 retail banking locations through 16 community bank subsidiaries in the greater Chicago, southern Wisconsin, west Michigan, northwest Indiana, and southwest Florida market areas. In addition, Wintrust operates various non-bank business units, providing residential mortgage origination, wealth management, commercial and life insurance premium financing, short-term accounts receivable financing/outsourced administrative services to the temporary staffing services industry, and qualified intermediary services for tax-deferred exchanges. Our unique business model is a competitive strength and value driver, powered by our talented colleagues who put our customers first and achieve better results for our clients.

Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years)

• Competitive pay and discretionary or incentive bonus eligible

• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few

• Promote from within culture

Why join this team?

• This position has the opportunity to interface with and have a positive impact on multiple areas of Wintrust's business

• We hold ourselves accountable to high standards, share wins, operate ethically, and have fun

Position Overview:

The Unified Communications (UC) Specialist is responsible for the daily administration tasks of the UC services platform and serves as the first escalation point for the Service Desk. Service platforms are Webex Calling Multi-tenant, Webex Contact Center and MS Teams for chat and meetings. Knowledge of Cisco Cloud (not on-prem) administration skills for both UCaaS and CCaaS requested but will train a strong candidate. Primary responsibilities include add, move, changes, basic troubleshooting skills and first level support for all UC services. As part of our white glove service, our specialists should be able to troubleshoot and assist our end users with their UC technologies on our voice platform and collaboration tools (MS Teams). UC Specialists are accountable for creating and maintaining how-to documents for the UC Team (i.e. How to build a phone station) as well as for end-users and support services (i.e. How to troubleshoot the phone client or headset). UC Specialist are accountable for adhering to and maintaining accurate inventory databases and updating end user instructions as needed. UC Specialists should have strong customer relations skills and may assist senior level as needed. This candidate will be highly motivated to provide excellent customer service and a desire to learn to progress to an Advanced Specialist role. All UC specialists should have strong written and verbal communication skills and be a team player.

What You’ll Do:

• Adhere to SLAs for ticket completion as they pertain to incident, request, and tasks

• Open trouble tickets with vendors for break/fix

• Assist with resolution of escalated incidents from Support Services and/or peers

• Full documentation of how to perform any MACD work within the UC collaboration suite

• Create and maintain “how to” documents for end users to be posted and maintained on the SharePoint site or in shared spaces such as conference rooms

• Participate in User Acceptance Testing (UAT) of UC applications

• Provide excellent customer service

Qualifications:

• Bachelors degree or equivalent experience

• 1-3 years of related experience

• MACD work experience

• Customer service experience

• Previous experience with Microsoft Teams

• Previous ServiceNow experience is a plus

Benefits:

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance

Compensation:

The estimated salary range for this role is $59,000.00 - $77,000.00, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills and experience.

#LI-Hybrid

From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago’s Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.