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NICE Voice Recording Engineer

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member in the role of Specialist, Production Services Infrastructure Support to join our EMEA Voice Services L2 team. This role is located in Manchester UK.

In this role, you’ll make an impact in the following ways:

• Manage servers, storage, operating systems and applications to ensure availability, recoverability, performance, integrity and supportability through production support and maintenance of NICE Call Recording (Engage, Nexidia and Real-Time Client) and to develop and implement system enhancements.
• Monitoring, troubleshooting, configuring, enhancing and providing advanced support for NICE suite of tools
• Open vendor support tickets, pull logs and work with vendor to resolve outages or find resolutions to on-going issues
• Work closely with project managers and vendors to develop and implement upgrades to the NICE suite and new products
• Onboarding and off-boarding or users, daily trouble tickets and reporting for Engage platforms
• Support and monitor critical system integrations with our telephony platforms which include Cisco and Avaya
• Consult with business and technology partners to determine technical requirements of projects to produce detailed design documentation based on architectural standards, to include physical and logical designs and configurations
• Responsible for evaluating, designing, configuring and implementing hardware and software components for NICE Engage on-prem platforms
• Maintain technical roadmaps and assist in project forecasting
• Candidate will be responsible for vulnerability, drift, patch and lifecycle management for the NICE recording platforms

To be successful in this role, we’re seeking the following:

• Candidate will need to possess technical expertise on NICE Voice Recording infrastructure, IP Telephony, Networking and enhanced call recording technologies
• Significant years’ experience in the installation, testing, maintenance and advanced design for NICE voice recording platforms
• Extensive experience in design, implementation, configuration and support of VoIP platforms such as Cisco Call Manager and Avaya telephony platforms
• Have experience with enhanced NICE products such as Nexidia, screen recording and Real-Time client solutions
• Strong knowledge of Windows servers, operating systems, ESXi/vCenter, VMware and Active Directory

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.