Join Us as a Voice Support Engineer!

At BNY , we believe in fostering a culture that empowers our employees to thrive and succeed. As a leading global financial services company, we play a pivotal role in the global financial system, influencing nearly 20% of the world’s investible assets. Our teams leverage cutting-edge AI and innovative 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 are shaping the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary!

Your Role: Voice Support Engineer

We’re looking for a passionate individual to join our EMEA Production Service team as a Voice Support Engineer. This role is based in Manchester, UK , and offers a hybrid working model.

What You'll Do:

• 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 malfunctions.
• Analyze telecommunications systems using structured problem-solving techniques to troubleshoot complex systems.
• Monitor system performance daily, providing security measures, troubleshooting, and maintenance as needed.
• Identify communications-related vulnerabilities and recommend mitigation strategies.
• Oversee the design, implementation, and management of Voice services, including troubleshooting complex VOIP issues.
• Manage the deployment of upgrades to existing voice, video, and related systems across multiple locations.
• Take ownership of projects and ensure timely completion.
• Collaborate with project teams, including operations, contract resources, and third-party vendors.
• Lead incident investigations and root cause analysis to support quality operations for Voice and Video Services.

What We’re Looking For:

• Advanced knowledge of enterprise multi-cluster design, integrating CUCM, Unity Connections, and SME.
• Familiarity with Cisco Video and Conferencing solutions – Telepresence, TMS, Webex.
• Experience with Nice Perform or Nice Engage.
• Oracle SBC design and configuration knowledge is a plus.
• Experience working in Expressway Edge and CORE.
• Excellent communication, relationship management, and logical reasoning skills.

Desirable Qualifications:

• Understanding of the Nice Trading platform.
• Advanced Voice certifications such as CCNA Voice, CCNP, CCIE (Cisco Certifications) are highly desirable.
• Understanding of complex Contact Center infrastructure.
• Experience working with WebEx support.

Why BNY?

At BNY , our culture speaks for itself. We are proud to be recognized with numerous awards, including:

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

Your Benefits and Rewards:

We offer highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and a pay-for-performance philosophy. Enjoy access to flexible global resources and tools for your life’s journey. Focus on your health, foster personal resilience, and achieve your financial goals as a valued member of our team. We also provide generous paid leaves, including paid volunteer time, to support you and your family during important moments.

BNY is an Equal Employment Opportunity/Affirmative Action Employer, welcoming individuals from underrepresented racial and ethnic groups, females, individuals with disabilities, and protected veterans.