Business Overview

The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with in excess of 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.

The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).

MADRID IT Platform

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

ABOUT THE JOB

Context and Role Summary

Voice Team provides technical support to clients, respond to their requests promptly by prioritizing and allocating them, monitor and resolve voice issues, configure, implement, and provide support for VoIP installations whenever the need arises, evaluate wiring problems and fix them, assess and state solutions for voice communication issues, plan and suggest systems management software and hardware.

If they are not able to fix an issue, they have to escalate them to their seniors within the organization. Technicians provide the first tier of software and hardware support for current and legacy products of their organization. 

Technicians monitor ticket alerts to ensure customers service requests are attended to promptly. They are responsible for minimizing downtimes to their clients/organization’s platforms and services.

Voice Team works closely with other groups within the IT department monitoring systems and environment health, responds to alerts, and is the first point of contact/escalation for production support issues.

RESPONSIBILITIES

· Design, upgrade, install and troubleshoots networking collaboration devices and software (CUCM/UNITY/UCCX/ISR) - Candidate has already built and upgraded a CUCM cluster from scratch, configured a full dial plan.

· You have already deployed Jabber over MRA and activated SSO authentication

· Very good Knowledge of SIP (troubleshooting header)

· Maintain the integrity of the telecommunications infrastructure hardware as needed to meet SLAs.

· Implement and monitor security policies & develops documentation standards and procedures.

· Provisions and supports existing telecommunications infrastructure in a Cisco Collaboration environment.

· Maintain and update documentation, execute firmware and patch deployment to voice devices.

· Review event logs, packet captures, etc. to review as needed to execute root cause analysis.

· Ability to work with Service Desk ticketing system in supporting trouble tickets. (Service Now)

· You will be doing everything from building/implementing and upgrading the Cisco Voice environment.

· Responsible for implementation and technical support of Cisco Unified Communications related technologies.

· Assist in the integration and/or migration of 3rd-party Private Branch Exchange (PBX) services.

· Provide technical diagnosis and troubleshooting.

· Excellent testing, troubleshooting and analytical skills to isolate problems and implement solutions.

· Extensive experience with implementation and ongoing support of Cisco UC applications in medium to enterprise deployments.

· Solid experience with voice gateways protocols: MGCP, SIP, H. 323, SCCP, digital PRI / E1, analogue FXO / FXS on Cisco 2900/3900/4000 and legacy devices

· Engage and coordinate the assistance of Cisco’s Technical Assistance Center (TAC) to resolve technical issues effectively and expeditiously.

REQUIREMENTS

Essential: expertise

• Strong organizational skills with the ability to multi-task
• 5 to 7 years’ experience working in IT infrastructure environments.
• Team and collaborative working to develop and deliver appropriate solutions skills.
• Experience of delivering strategic priorities within strict timelines.
• Customer service-oriented skills.
• Knowledge of different VoIP protocols (SIP, H323, RTP, MGCP…)
• Experience on large voice infrastructure (mainly Cisco integrated with third parties) 
• Large experience on voice troubleshooting (Translator X, Wireshark, RTMT….)  

Desirable expertise

• Knowledge of different recording environments (NICE, IPC, VERBA…)
• Deep knowledge of Voice Oracle Infrastructure (SBC, ECB) 

Languages & Qualifications

• High English spoken and written fluent (C1/C2)
• Industry Certifications desired: Cisco, Nice/Verba, Oracle, Alcatel…

Personal Attributes

• Eager to learn.
• Analytical mind-set
• Ability to work well under pressure, ability to work autonomous and in team environment, following procedures.
•  Good interpersonal and communication skills.
• Good time management skills and the ability to prioritize work

OTHERS

•  On Site Services: From 7:30 to 19:30 schedule to cover in weekly shifts of 8 working hours/day
• On Call Services: Out of regular schedule, we provide On Call services 24/7 to be covered in weekly shifts by team members

BENEFITS

• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.

• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).

• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.

• Flexible compensation plan.

• Hybrid telecommuting model (50%).

• 32 vacation days.

Diversity and inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.