Job Description
Voice Support Engineer
At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.
Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary.
We’re seeking a future team member for the role of Voice Support Engineer to join our EMEA Production Service team. This role is located in Manchester, UK and will be working in a hybrid capacity.
In this role, you’ll make an impact in the following ways:
- Manage all aspects of Voice Projects and Operations
- Support Operations and Project activities on Voice infrastructure including Nice Voice Recordings
- Test circuits and components of malfunctioning unified communications equipment to isolate sources of malfunctions, using network management systems and circuit designs
- Analyse 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
- Monitor system performance daily and provide security measures, troubleshooting, and maintenance as needed
- Identify all aspects of communications-related vulnerabilities, increase customer awareness of potential vulnerabilities and impacts on mission execution capability, and provide recommendations to mitigate or eliminate identified vulnerabilities
- Perform day-to-day activities required to manage Voice services, such as design, implementation, and management, including troubleshooting of complex VOIP issues
- Perform testing, provisioning, operations, and emergency response for ongoing VOIP network operations
- Oversee and manage 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
- Collaborate with Project Teams including Operations, contract resources, and 3rd Party Vendors
- Lead incident investigations and root cause analysis, managing the service to support the Incident/Problem Manager, the Technology Service owner, and deliver quality operations to consumers of Voice and Video Services
To be successful in this role, we’re seeking the following:
- Bachelor’s degree 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
- Experience with 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
Desirable
- Understanding of Nice Trading platform
- Advanced level Voice certifications such as CCNA Voice, 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, check out the latest BNY news at:
BNY Newsroom
BNY LinkedIn
Here’s a Few Of Our Recent Awards
- America’s Most Innovative Companies, Fortune, 2025
- World’s Most Admired Companies, Fortune 2025
- “Most Just Companies”, Just Capital and CNBC, 2025
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.
