Senior Voice Engineer AVP

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.

OVERVIEW OF THE DEPARTMENT/SECTION

The Technology Infrastructure team are responsible for the development, deployment and maintenance of IT Infrastructure that supports applications, services and end users across both Bank (EMEA) and Securities (International excl. Japan). IT Infrastructure.

A forward thinking, customer focussed service provider that aims to empower the wider technology group whilst enabling the organisation’s end users.

Responsible for providing: Telephony (incl. voice trading and associated voice recording); Networks and Communications; Security infrastructure (incl. Firewalls); Server operating systems, cloud, databases and virtualisation; Desktop computing (operating system and application delivery); Online and Offline storage (incl. archive); Identity and sign-on services and the delivery of all infrastructure to Investment and EoL programmes.

Network and Communication Services are responsible for all Voice and Data Communications.

NUMBER OF DIRECT REPORTS

0

MAIN PURPOSE OF THE ROLE

Responsible for installing, maintaining and developing Voice related technologies, services and applications in MUFG Bank EMEA and MUFG Securities International.

KEY RESPONSIBILITIES

• Responsible for providing appropriate levels of business support to end users. Ensuring work is maintained within agreed service and operating level agreements
• Install, maintain and upgrade voice technology
• Troubleshoot a multi-site voice drive problem resolution through the appropriate escalation channels
• Feed into voice design and advising on voice solutions. Able to confidently lead white board type design and review sessions.
• Create and maintain full set of voice diagrams and documentation
• Monitoring of Voice service performance
• Take ownership of voice incidents and troubleshooting from first alert to resolution, liaising with users, internal teams and vendors as required
• Participate in relevant audit investigations and assessments and responsible for addressing associated findings, executing corrective actions plans and implementing recommendations.
• Support delivery of roadmaps and end to end life cycle management of all assigned voice related products and technologies
• Support the installation and support troubleshooting of comms circuit and maintain inventory.
• Maintain the production environment to ensure it meets agreed service standards, SLA’s and KPIs
• Ensure implemented changes follow the Change control process
• Required to carry out the responsibilities of the role in accordance with company policy/procedures
• Required to work out of hours and weekends when needed.
• Required to keep abreast of industry voice technology and advancements

SKILLS AND EXPERIENCE

Functional / Technical Competencies:

Essential

• Solid experience of implementing, upgrading, maintaining and monitoring voice systems
• Extensive experience and knowledge of MS Teams Telephony
• Extensive experience and knowledge of Cloud-based call recording solutions e.g (Dubber and Movious)
• Solid experience of IPC Connexus dealer board system
• Knowledge of core voice services like SIP, SBC ( Session Boarder Controller)
• Knowledge of Switch Board that work with MS Teams
• Knowledge of SIP gateways and SIP trouble Shooting
• Knowledge of MS Team O365 and Powershell

Beneficial:

• Solid experience of QoS for Voice over IP
• Troubleshooting Voice in IP Data Networks

Education / Qualifications:

Essential

• MS 365 Certified Voice Engineer Expert
• MS Teams Certified Voice Engineer
• AudioCodes Certified Associate / Professional
• SIP Telephony System accreditation SSVVP

Beneficial

• Cisco CCNP/CCVP or above certification (or equivalent experience)
• Degree educated and / or equivalent experience / Preferably either ITIL or Cobit Foundation

Work Experience :

Essential:

• Extensive experience implementing, upgrading, maintaining and monitoring MS Teams Telephony platform
•  Extensive experience implementing, upgrading, maintaining and monitoring Dubber/Cloud - based voice recording platforms
• Solid experience of maintaining IP Telephony, Trader Voice(IPC) function within a financial institution
• Proven track record of delivering programs and projects on the core Infrastructure
• Experience in dealing with new technologies to improve Infrastructure
• Experienced in dealing with vendors and third party suppliers
• Proven experience of maintaining a 24/7 production environment
• Experience with comprehensive disaster recovery architecture and operations

MUFG operate a hybrid working policy with 3 days per week in office.

We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.