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About the Role

The Voice Operations Support AVP will be responsible for the operational support of the Voice environment, leading hands-on efforts, and ensuring the high availability and performance of critical Telecommunications infrastructure leveraging the IR Prognosis solution. This role is ideal for a highly self-motivated technician who is enthusiastic about partnering with peers to deliver exceptional user experiences and optimizing collaboration tools within a fast paced and energetic organization.

Responsibilities

Serve as a skilled hands-on technician with Microsoft Teams Calling, Cisco Voice Infrastructure, Call Recording technologies while leveraging IR Prognosis performance management solution
Ensure the operational readiness for environment for Voice services internal end users
Manage and troubleshoot ensuring efficient service delivery
Support incident management and troubleshooting processes to enhance service reliability and speedy restoration
Support performance management leveraging the IR Prognosis solution ensuring visibility and analytics across multi-vendor environments
Provide excellent customer service for our business partners, listen to understand their needs and assist with the development of strategic guidance on capabilities and best practices
Work closely with immediate team to enable advanced Voice features and services
Support planning and deployment of Voice services related projects and initiatives
Deploying and configuring with PSTN connectivity through Direct Routing, Operator Connect, and Calling Plans
Develop and maintain technical documentation for engineering and operational teams
Support maintenance programs, disaster recovery plans and redundancy plans; maintain and test plans regularly
Support Risk, regulatory matters, and Vulnerability Management
Willingness to be flexible to work extended hours as needed and as critical deadlines required, and be on a rotational on call 24x7 schedule, as needed

Requirements

Proven experience in a large financial services company or similar environment
Proven 4+ years in a Voice engineering role
In-depth, firsthand knowledge of Microsoft Teams Calling and Cisco Voice Infrastructure deployments, operations, and troubleshooting, including cloud connectivity, network infrastructures, developing diagrams and presentations
Knowledge of Voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS), networking, Cisco CUCM, Voice cloud, server operating systems (Linux, Windows) and application software
Expertise with Visio, familiarity with Azure AD, O365 license management, and O365 Groups, as well as experience with Graph, Power Apps, and Flow
Brings positive energy and enthusiasm to daily tasks, to interactions, and to the overall environment with consistent positive and professional communications
Multitask, manage multiple initiatives and pivot with ease as priorities change
Produce complete, polished deliverables with a persistent mission-focused, confidently asks “Why?” as often as necessary to get to the root of the matter
Respect opinions, beliefs, and culture by listening to ideas, sharing thoughts, and working well independently and together to contribute insights to the leaders
Inquisitively seeks deeper explanations of how things work, not the surface-level description, but goes beyond to gain knowledge
Shows up ready to think, always prepared to get on with the day’s assignments by contributing analytical insights that meet time-sensitive requests
Knowing what’s right, what’s appropriate and acts accordingly

Skills

Microsoft Teams Calling
Cisco Voice Infrastructure
Call Recording technologies
IR Prognosis solution
Voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS)
Networking
Cisco CUCM
Voice cloud
Server operating systems (Linux, Windows)
Application software
Visio
Azure AD
O365 license management
O365 Groups
Graph
Power Apps
Flow
IPC Turret
Cisco WebEx Contact Center
NICE
Calabrio Call Recording
ServiceNow

Location

New York
New Jersey

Work Type

Hybrid
On-site
Remote

Experience Level

AVP
4+ years

Education Level

Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience

Salary/Compensations

New York / New Jersey: $104k - $160k
Non-/New York/ New jersey: $N/A - $N/A

Benefits

Comprehensive health and wellness benefits
Retirement plans
Educational assistance and training programs
Income replacement for qualified employees with disabilities
Paid maternity and parental bonding leave
Paid vacation, sick days, and holidays

About the Company

Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups.
Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve.
We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility.
This means investing in talent, technologies, and tools that empower you to own your career.
Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

Equal Opportunity

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA).
The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any.
We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business.
We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.