Hybrid Let's begin! Systems Engineer - Voice Telephony (10287) na Moody's

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Responsibilities

• Provide Tier 3 operational support for Voice Telephony and contact center platforms (e.g., NICE CXone, MS Teams Voice, Zoom).
• Troubleshoot and resolve complex incidents and requests related to call routing, call quality, WebRTC, SIP trunks, IVR, and SBCs.
• Monitor and maintain the health, performance, and security of the voice telephony environments.
• Collaborate with Engineering teams to ensure seamless integration of new services and participate in migrations, upgrades, and project activities.
• Develop and maintain technical documentation, such as Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles.
• Provide technical guidance and advanced support to end-users and other IT support teams.
• Participate in vendor management meetings (e.g., Microsoft, NICE, Zoom) to review open cases and product roadmaps.

Skills and Competencies

• Minimum 5 years of experience in an IT role with a focus on voice/telephony systems.
• Strong hands-on experience with MS Teams Voice, Zoom, and contact center platforms like NICE CXone/inContact.
• Proven expertise in troubleshooting complex voice infrastructure, including AudioCodes SBCs, SIP trunks, and call routing configurations.
• Proficiency with PowerShell scripting for administration and automation.
• A strong understanding of ITIL processes and best practices; ITIL certification is preferred.
• Relevant Microsoft certifications, such as Messaging Administrator or Modern Desktop Administrator Associate, are a plus.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

About the team

Our Digital Workplace Services Operations Team is responsible for providing 24x7 global support to our end-users. We contribute to Moody's by providing expert advice and counsel for our most complex systems. By joining our team, you will be part of exciting work in a global, fast-paced operational environment, ensuring the reliability and performance of critical communication platforms.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.