<p>Your role</p> <p>A Platform and Integration Lead for the Client Service Experience Center focuses on ensuring seamless communication and data flow between various systems, applications, and platforms within the call center environment. This role involves analyzing business and technical requirements, designing integration solutions, troubleshooting issues, and collaborating with various teams to optimize call center operations.</p> <p>Key Responsibilities:</p> <ul> <li>System Analysis and Design: Analyze current call center systems and processes to identify areas for improvement and integration. </li><li>Integration Solution Design: Design and develop solutions for integrating different call center platforms, into one CCaaS infrastructure </li><li>Troubleshooting and Issue Resolution: Investigate and resolve integration-related issues, ensuring smooth data flow and system functionality. </li><li>Collaboration: Work closely with IT teams, business analysts, and other stakeholders to implement and manage integrations. </li><li>Documentation and Reporting: Maintain documentation of integration solutions, track progress, and report on key performance indicators (KPIs). </li><li>Platform Management: Manage and maintain various call center platforms, including CRM, telephony systems, and reporting tools. </li><li>Performance Monitoring: Monitor call center performance metrics and identify areas for improvement. </li><li>Training and Support: Provide training and support to call center staff on new systems and processes. </li></ul> <p>Detailed salary information:</p> <ul> <li>Weehawken: the salary range for this role is $90000 to $120000 </li></ul> <p>The expected salary range(s) for this role as of the date of this posting is/are based on factors including, but not limited to, experience, qualifications, education, location and skill level. This role may also be eligible for discretionary incentive compensation. For benefits information, please visit ubs.com/usbenefits.</p> <p>Join us</p> <p>At UBS, we know that it's our people, with their diverse skills, experiences and backgrounds, who drive our ongoing success. We're dedicated to our craft and passionate about putting our people first, with new challenges, a supportive team, opportunities to grow and flexible working options when possible. Our inclusive culture brings out the best in our employees, wherever they are on their career journey. And we use artificial intelligence (AI) to work smarter and more efficiently. We also recognize that great work is never done alone. That's why collaboration is at the heart of everything we do. Because together, we're more than ourselves.</p> <p>We're committed to disability inclusion and if you need reasonable accommodation/adjustments throughout our recruitment process, you can always contact us.</p> <p>Your expertise</p> <ul> <li>Strong analytical and problem-solving skills. </li><li>Experience with integration technologies such as APIs, middleware, and data mapping. </li><li>Knowledge of call center platforms and technologies, including CRM, telephony, and reporting systems. </li><li>Excellent communication and interpersonal skills. </li><li>Ability to work independently and as part of a team. </li><li>Proficiency in MS Office Suite, data modeling, and reporting tools. </li><li>Working in a call center environment </li><li>Financial Services and banking background </li><li>Ability to work quickly and efficiently in a fast-paced environment </li><li>Ability to manage numerous tasks simultaneously </li><li>Ability to work effectively across diverse Lines of Businesses </li><li>Empowered to make decisions and create change </li></ul> <p>#LI-Multi</p> <p>About us</p> <p>UBS is a leading and truly global wealth manager and the leading universal bank in Switzerland. We also provide diversified asset management solutions and focused investment banking capabilities. Headquartered in Zurich, Switzerland, UBS is present in more than 50 markets around the globe.</p> <p>We know that great work is never done alone. That's why we place collaboration at the heart of everything we do. Because together, we're more than ourselves. Want to find out more? Visit ubs.com/careers.</p>