L3 Voice Operations Engineer

Stack

Responsibilities

• ▹Provide advanced Level 3 support, including complex troubleshooting, root cause analysis, and issue remediation for voice infrastructure and services
• ▹Serve as regional lead for Voice Operations, providing technical leadership and oversight to a team of engineers
• ▹Partner closely with global Operations and Engineering teams to ensure the stability, performance, and continuous improvement of voice infrastructure
• ▹Lead and support infrastructure projects, technology lifecycle management initiatives, system maintenance, and platform upgrades
• ▹Track, manage, and prioritize operational activities through the ServiceNow platform
• ▹Manage operational acceptance of new deployments and maintain accurate technical documentation
• ▹Participate in a weekend support rotation to ensure operational continuity

Requirements

• ▹Familiarity with the ITIL framework, including Incident, Problem, and Change Management
• ▹Demonstrable expertise in Cisco Unified Call Manager (CUCM) 12.x and beyond, including IP endpoints, Cisco Jabber, and Jabber Mobile
• ▹Extensive knowledge of voice and packetized voice protocols (SIP, MGCP, ISDN), session management, call routing, Avaya System Manager and Session Manager
• ▹At least 7 years of experience with enterprise voice and data, Cisco CCNP Collaboration-level knowledge (certification not required)
• ▹Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent experience

Nice to have

• ▹Cisco UCCX/IPC, Private Wires IPC Unigy Trading System, NICE Voice Recording

Soft skills

About the company

Since 1935, Morgan Stanley has been a global leader in financial services, operating in more than 40 countries. The Technology division builds the connections and capabilities that power the firm for clients and colleagues.