Voice Operations Technician, Associate Vice President

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 150,000 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 Voice Operations Support AVP will be responsible for the operational support of the Voice environment, leading hands-on efforts, and ensuring the high availability and performance of critical Telecommunications infrastructure leveraging the IR Prognosis solution. This exciting opportunity will require the implementation of practical solutions to mission critical services in a high energy environment, and the ability to work with escalation points while managing various assigned tasks. This role is ideal for a highly self-motivated technician who is enthusiastic about partnering with peers to deliver exceptional user experiences and optimizing collaboration tools within a fast paced and energetic organization.

Responsibilities

• Professional Technician: Serve as a skilled hands-on technician with Microsoft Teams Calling, Cisco Voice Infrastructure, Call Recording technologies while leveraging IR Prognosis performance management solution
• Operational Readiness: Ensure the operational readiness for environment for Voice services internal end users as needed

• Support and Administration: Manage and troubleshoot ensuring efficient service delivery
• Incident Management: Support incident management and troubleshooting processes to enhance service reliability and speedy restoration

• Performance Management: Support performance management leveraging the IR Prognosis solution ensuring visibility and analytics across multi-vendor environments which provide insights that ensure the high availability and performance of critical Voice systems
• Customer Engagement: Provide excellent customer service for our business partners, listen to understand their needs and assist with the development of strategic guidance on capabilities and best practices 
• Collaboration: Work closely with immediate team to enable advanced Voice features and services
• Planning and Execution: Support planning and deployment of Voice services related projects and initiatives
• Deployment and Configuration: Deploying and configuring with PSTN connectivity through Direct Routing, Operator Connect, and Calling Plans

• Documentation: Develop and maintain technical documentation for engineering and operational teams to ensure clarity and consistency in processes
• Preventative Maintenance: Support maintenance programs, disaster recovery plans and redundancy plans; maintain and test plans regularly

• Risk and Compliance: Support Risk, regulatory matters, and Vulnerability Management

• Flexibility: Willingness to be flexible to work extended hours as needed and as critical deadlines required, and be on a rotational on call 24x7 schedule, as needed

Skills

• Experience: Proven experience in a large financial services company or similar environment, with proven 4+ years in a Voice engineering role
• Technical Skills: In-depth, firsthand knowledge of Microsoft Teams Calling and Cisco Voice Infrastructure deployments, operations, and troubleshooting, including cloud connectivity, network infrastructures, developing diagrams and presentations

• Technical Knowledge: Voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS), networking, Cisco CUCM, Voice cloud, server operating systems (Linux, Windows) and application software
• Certification: Microsoft Teams Voice Engineer Expert is preferred or Core O365 platform, CCNA-Voice, CCNP-Voice, Collaboration, or other Telecommunications certifications are a plus

• Microsoft 365 Proficiency: Expertise with Visio, familiarity with Azure AD, O365 license management, and O365 Groups, as well as experience with Graph, Power Apps, and Flow
• Nice to have: Both knowledge and experience with IPC Turret, Cisco WebEx Contact Center, NICE, Calabrio Call Recording and ServiceNow are a plus

What You Are Good At:

• Dynamically Contribute: Brings positive energy and enthusiasm to daily tasks, to interactions, and to the overall environment with consistent positive and professional communications
• Flexibility: Multitask, manage multiple initiatives and pivot with ease as priorities change
• Unparalleled Work Ethic:  Produce complete, polished deliverables with a persistent mission-focused, confidently asks “Why?” as often as necessary to get to the root of the matter
• See the Person: Respect opinions, beliefs, and culture by listening to ideas, sharing thoughts, and working well independently and together to contribute insights to the leaders
• Knowledge Seeker: Inquisitively seeks deeper explanations of how things work, not the surface-level description, but goes beyond to gain knowledge
• Prepared: Shows up ready to think, always prepared to get on with the day’s assignments by contributing analytical insights that meet time-sensitive requests
• Acting Honorably: Knowing what’s right, what’s appropriate and acts accordingly

Education:

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

“Visa sponsorship/support is based on business needs. We do not anticipate providing visa sponsorship/support for this position.”

The typical base pay range for this role is as follows:

• New York / New Jersey: $104k - $160k
• Non-/New York/ New jersey: $N/A - $N/A

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.

Our hybrid work schedule is four days on-site and work remotely one day per week.

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.