UC Voice Engineer

2 weeks ago

New York, New York, United States MUFG Bank, Ltd. Full time
Job Summary

The UC Voice Engineer, Vice President will be responsible for the engineering and support of the MUFG Voice services (MS Teams Calling & Cisco WebEx Contact Center) system currently in place and Voice recording infrastructure (NICE & Cisco Calabrio) at MUFG. The engineer will be responsible for the support and maintenance of the firm's Voice systems and delivery best-in-class service. Articulate practical solutions to mission critical issues in a high energy environment, and the ability to work with escalation points while managing the vendor(s). In addition, this role will have accountability for quality assurance, coordinate system upgrades, maintenance, and monitoring to ensure product sustainability.

Responsibilities
  • Work with Telecommunications team to implement, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, UCCX, Finesse, Jabber, Expressway, etc.
  • Support Cisco IP Telephony and Cisco Webex Contact Center Enterprise and all related Cisco IP telephony infrastructure.
  • Support call recording with the NICE and Cisco Calabrio call recording platforms
  • Support Microsoft Teams Calling and the integration into existing environments.
  • Lead Voice projects for coordination of circuit installations and turn-ups, design call flows, based on business requirements.
  • Support preventative maintenance programs, disaster recovery plans and redundancy plans. Maintain and test these plans regularly.
  • Perform the necessary documentation additions, updates and deletions to the in-house documentation.
  • Ability to troubleshoot Cisco Networks to diagnose root cause and resolve telephony issues.
  • Willingness to work extended hours as needed and deadlines require and be on a rotational on-call 24x7 schedule.
  • Perform operational and administration tasks and configuration changes. Recommend operational enhancements.
Qualifications
  • 5 years + experience of Cisco IP telephony technology.
  • 3 years + experience of Cisco Webex Contact Center.
  • Strong work ethic with previous experience in the Financial Industry.
  • Telecommunications configuration, design and troubleshooting.
  • Cisco Voice / Collaboration certification is preferred (CCNA-Voice, CCNP-Voice).
  • Familiarity with server operating systems (Linux, Windows) and application software.
  • Understanding of networking concepts and tools used for monitoring and troubleshooting.
  • Knowledge of voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS).
  • Cisco IOS experience required.
  • Microsoft Teams Calling experience with the integration of Microsoft Teams Voice into existing environments.
  • Must be responsible, self-motivated, self-starter, personable and well-organized.
  • Excellent communication and people skills are a must have.
  • Must be able to multitask, manage multiple projects and shifting priorities.
  • Ability to thrive and work independently or in a team environment.
  • Microsoft Office Suite proficient. Visio, Excel, Outlook, Word.
  • ServiceNow experience a plus
  • CCNA or higher preferable.
Education

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

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