UC Voice Engineer - VP

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 120,000 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.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary:

The UC Voice Engineer, Vice President will be responsible for support of the MUFG Voice services (MS Teams Calling & Cisco WebEx Contact Center) and Trader Voice platform system currently in place (IPC), 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, the SME will have principal accountability for quality assurance, coordinate system upgrades, maintenance, and monitoring to ensure product sustainability.

Functions and Responsibilities:

• Trader Voice System Support Engineer
• UNIGY UMS Administrator:
• Supporting business units with issues and requests
• Perform MAC changes
• Creating users and assigning appropriate licensing
• Managing and implementing private Line requests, MRD, ARD, HOOT, Open Connection
• Monitoring system health
• Knowledge of IPC endpoints and their configuration options (IQMAX, Touch, Pulse)
• Knowledge of IPC’s Enhanced Voice Services (EVS)
• Candidate must understand SIP trunking with CISCO and IPC Integration
• Knowledge of Dial plan and e164 format best practices

NICE Administrator

• Understanding of NICE Configurations, troubleshooting, and CUCM integration
• Proficiency in CUCM 11x
• SIP Integration with NICE and IPC
• Configuring Voice recording users
• Escalation to IPC Unigy trading system and NICE & Calabrio call recording system in the event an issue cannot be addressed internally
• Mange BCP related exercises
• Ensure maintaining of high availability and stability of all Trading systems and Voice recording
• Perform routine maintenance and patching schedules to keep systems at highest uptime
• Perform infrastructure system management, consulting, and integration functions across multiple Voice systems
• Ability to maintain a detail-oriented approach while multitasking in a fast-paced environment
• Strong analytical skills and able to organize and interpret data from various sources
• Excellent communication skills and ability to work in a collaborative team setting
• Demonstrate proactive approach to problem and incident
• Researches, analyzes, and recommends systems improvements and enhancements
• Develops and manages operational and preventive maintenance checks for all UC systems
• Creates and maintains run books and databases including documentation for all product hardware, software, and operations manuals
• Develops and manages operational and preventive maintenance checks for all UC systems
• Support standards around Unifi ed Communication integration with the focus on end-users’ experience

Experience and Skills

• Strong work ethic with previous experience in the Financial Industry
• Cisco Unified Communication experience, IPC UNIGY, NICE recording, proficient in Networking
• Excellent knowledge of SIP signaling and Voice and Video traffic
• Microsoft Office Suite proficient. Visio, Excel, Outlook, Word
• Vendor Management
• ServiceNow experience a plus
• 5 + years IPC UMS
• 5 + NICE Administration
• 5+ Cisco CUCM
• Excellent written and verbal communication skills
• Must be responsible, self-motivated, self-starter, personable and well-organized

Education/Certification:

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

• IPC Certified Unigy Administrator a plus

• CCNA or higher preferable a plus

The typical base pay range for this role is between $132k - $170K annually depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes 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, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary

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.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

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.