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Vice President, Production Services L2 Voice Engineer

3 months ago

Manchester, United Kingdom BNY Full time
Job Description

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We're seeking a future team member for the role of Voice Engineer to join our EMEA Production Service team. This role is located in Manchester - HYBRID.

In this role, you'll make an impact in the following ways:

  • Support Operations and Project activities on Voice infrastructure including Nice Voice Recordings
  • Testing circuits and components of malfunctioning unified communications equipment to isolate sources of malfunctions, using network management systems and circuit designs.
  • Analysing telecommunications systems using structured problem solving and available tools to troubleshoot highly complex systems in a mission critical environment, identifying root causes, action plans, and impact and resolution plans
  • Daily Monitoring system performance and providing security measures, troubleshooting and maintenance as needed.
  • Identifying all aspects of communications-related vulnerabilities, increasing the customer's awareness of potential vulnerabilities and impacts of communications on mission execution capability, and providing recommendations to mitigate to eliminate identified vulnerabilities
  • Perform day-to-day activities required to manage Voice services, such as design, implementation, and management, to include troubleshooting of complex VOIP issues
  • Performs testing, provision, operations and emergency response for ongoing VOIP network operations
  • Oversee and manages the deployment of upgrades to existing voice, video and other related systems in a multi-location environment
  • Take ownership of projects and complete them on time
  • Work and Collaborate with Project Teams including Operations, contract resources and 3rd Party Vendors
  • Demonstrate the ability to lead incident investigations and root cause analysis, managing the service to support the Incident/Problem Manager, the Technology Service owner and deliver a quality operation to the consumers of Voice and Video Services
To be successful in this role, we're seeking the following:

  • Bachelor's degree or higher or the equivalent combination of education and experience is required
  • Relevant experience supporting some or all of the following platforms
  • Expert knowledge of enterprise multi-cluster design, integrating CUCM, Unity Connections, SME
  • Knowledge of Cisco Video and Conferencing solutions - Telepresence, TMS, Webex
  • Nice perform or Nice Engage
  • Oracle SBC design and configuration is a plus
  • Experience working in Expressway Edge and CORE
  • Excellent communication, relationship management and logical reasoning skills.
  • Understanding of Nice Trading platform
  • Advanced level Voice certifications such as CCNA Voice and CCNP, CCIE (Cisco Certifications) are highly desirable
  • Understanding of complex Contact center infrastructure
  • Experience working with WebEx support

At BNY, our culture speaks for itself. Here's a few of our awards:

  • America's Most Innovative Companies, Fortune, 2024
  • World's Most Admired Companies, Fortune 2024
  • Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
  • Best Places to Work for Disability Inclusion , Disability: IN - 100% score, 2023-2024
  • "Most Just Companies", Just Capital and CNBC, 2024
  • Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
  • Bloomberg's Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.