Voice Support Engineer

Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application. 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 #LifeAtBNY 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:

Advanced 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.