L3 Voice Operations Engineer

We're seeking someone to join as a L3 Voice Operations Engineer to support global voice infrastructure.

In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities. This is a L3 Voice Operations Engineer role at Vice President level, which is part of the job family responsible for ensuring the operational stability, reliability, and availability of infrastructure platforms and services.

What you'll do in the role:

• Provide advanced Level 3 support, including complex troubleshooting, root cause analysis, and issue remediation for voice infrastructure and services
• Serve as the regional lead for Voice Operations, providing technical leadership and oversight to a team of Voice Operations Engineers
• Partner closely with global Operations and Engineering teams to ensure the stability, performance, and continuous improvement of end-user and back-office voice infrastructure
• Lead and support infrastructure projects, technology lifecycle management initiatives, system maintenance activities, and platform upgrades
• Track, manage, and prioritize operational activities through the ServiceNow ticketing platform, ensuring timely resolution and adherence to service levels
• Manage the operational acceptance of new deployments, ensuring successful transition into production and maintaining accurate technical documentation of the as-built environment
• Participate in a weekend support rotation as required to ensure operational continuity and service excellence

What you'll bring to the role:

• Familiarity with 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, packetized voice and related protocols (SIP, MGCP, ISDN), session management and call routing, Avaya System Manager and Session Manager
• At least 7 years of experience in working with enterprise base voice and data; Cisco CCNP Collaboration level knowledge (certification is not a must)
• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent experience

Desired skills:

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

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that's differentiated – and we've done that for 90 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries.

At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Certified Persons Regulatory Requirements: If this role is deemed a Certified role, it may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement: Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.