Unified Communications Operations, Associate

About This Role

BlackRock’s Unified Communications (UC) Operations team manages collaboration applications globally, including provisioning, incident resolution, monitoring, and vendor management. The team is part of BlackRock’s Technology & Operations organization.

As a Unified Communications Operations Associate, you will provide advanced day-to-day support for global telephony, voice recording, and trading communication systems. You will coordinate telecommunications services, support office projects and maintenance, and manage incidents and technology changes. You will also lead initiatives to improve service delivery and team capabilities, and mentor colleagues.

Key Responsibilities

• Perform telecommunications administration and provide advanced support for incidents and service requests, coordinating resources to restore service within agreed service-level commitments.
• Conduct post-incident root-cause analysis and document findings through knowledge articles, operational guidance, and knowledge-sharing sessions.
• Plan, coordinate, and oversee telecommunications changes in accordance with change-management procedures.
• Participate in an on-call support rotation and provide remote or onsite support outside regular business hours when operationally required.
• Partner with business teams, vendors, and technology stakeholders on office projects, system maintenance, and user acceptance testing, with occasional travel.
• Identify and lead service-improvement initiatives, developing effective solutions and coordinating resources, deliverables, and deadlines.
• Mentor team members by providing technical guidance, training, and support.

Requirements & Tech Stack

• Demonstrated experience supporting telephony and voice services, including Cisco Control Hub, Webex Calling, and Cisco Internet Protocol (IP) telephone systems.
• Knowledge of contact-center, trading-floor voice, and voice-recording platforms, including Cisco Webex Contact Center, IPC turret systems, or Verint recording platforms, is preferred.
• Strong analytical and troubleshooting skills.
• Experience supporting end users and collaborating with business teams, vendors, and telecommunications carriers.
• Experience leading technology projects, supporting change-management activities, and mentoring or training team members.
• Proficiency with Microsoft Office applications.
• Strong written and verbal communication skills.

Qualifications

• Financial-services experience and a bachelor’s or comparable technical degree are preferred; equivalent practical experience will also be considered.