Unified Communication Technical Engineer (Charlotte, NC)

Brighthouse Financial • Charlotte, NC

5d • $80,000 - $100,000 • Onsite

About The Position

As a Unified Communication Technical Analyst (UC Technical Analyst), you’ll be responsible for providing onsite technical support for all high-profile events such as board meetings, town halls and financial earnings calls. They are responsible for identifying, validating, and testing the technical and operational requirements of all unified communication technologies in support of these events. They partner closely with senior executives, solution owners, engineers, architects, and managed providers to help define the functional and non-functional requirements needed to deliver such events. They assist with engineering design, perform technical research, and help develop business cases to deliver new or enhanced IT capabilities in support of business needs. They proactively seek feedback, look for problem areas and continuously work to find and advance solutions for any identified deficiencies. Sometimes, they may be asked to participate with level 2/3 incident support for infrastructure services or lead technical projects.

Reporting into the End User Computing Director for Brighthouse Financial (BHF), the UC Technical Analyst will be part of BHF’s Infrastructure and Operations team accountable for ensuring the performance, availability, and user experience of all high-profile collaboration events. This includes validating technical designs and configurations to ensure appropriate levels of availability, capacity, monitoring, backup/recovery, security, and oversight exist. In addition, they will proactively set up and test all equipment, user experience and obtain customer signoff ahead of any planned events. This role will review Statements of Work (SoWs) and Change Approvals (CAs) for completeness and technical accuracy and provide a summary of their findings for technologies in their area of focus. In addition, they will help maintain and review technical artifacts, draft communications, manage the Infrastructure Services SharePoint team site and submit Purchase Order requests.

The UC Technical Analyst will be part of a dynamic and matrixed team of technology professionals that will be instrumental in maturing BHF’s next generation of infrastructure services. The individual in this role will work across infrastructure solution towers as an infrastructure analyst to help research, plan, implement, monitor and continuously improve all infrastructure related technologies and solutions across the enterprise when not supporting high-profile events. She/he will be responsible for validating infrastructure solution designs and engineering standards by helping establish, test, and validate functional and non-functional requirements and ensuring that all solutions follow BHF’s SDLC delivery process. Sometimes, this role may be asked to provide L2/L3 support for incident and problem management of infrastructure services or lead technical projects.

Requirements

• Bachelor’s degree or related field experience required.
• Superb verbal and written communication; highly proficient with Microsoft Office.
• Enterprise support model experience required.
• Experience interfacing and providing white-glove support to Executive & C-Suite members.
• History of successfully completing technical projects over several quarters/years.
• Well versed at conveying technical ideas and concepts to non-technical audiences.
• Excellent analytical and problem-solving skills.
• Strong work ethic and attention to detail.
• Passion for technology and learning; inquisitive listener open to ideas and feedback.
• Enjoys working in a growth oriented, entrepreneurial, high-energy environment.
• Deep knowledge of Cisco, Microsoft, Polycom, and Crestron audio/video technologies.
• Demonstrable experience documenting, designing, and maintaining technical artifacts.
• Experience working within project management lifecycles and methodologies (SDLC, Agile, Lean).
• Knowledge of financial services industry laws, regulations, guidelines, and frameworks (NY-DFS, FFIEC, NIST, COBIT, ISO27001, etc.).
• Ability to effectively execute concurrent activities and maintain focus on key details during times of crisis and heightened pressure.

Nice To Haves

• Experience with Ansible or other infrastructure automation technologies a plus.
• Relevant certifications preferred (Microsoft, Polycom, Crestron, Cisco, CompTIA, etc.).

Responsibilities

• Prioritize and facilitate testing and support for all needed high-profile collaboration events such as; board meetings, town halls, financial earning calls and senior leadership meetings.
• Responsible for maintaining the operational readiness and functionality of conferencing rooms through regular inspections and maintenance activities.
• Facilitate and assess future network enhancements impacting Conferencing network devices.
• Implement Conference device Security Hardening efforts by collaborating with Security teams to ensure vulnerabilities are remediated on all types of equipment and Operating Systems.
• Reviews adherence to technical design documents (TDD) and configuration schematics for all types of conferencing services.
• Oversees level 2/3 technical recovery support, helps determine incident criticality and manages escalations with solution providers as needed during incident management for conferencing related technologies and solutions.
• Identify and define technical and business requirements of high-profile UC solution offerings.
• Establish a pipeline of business-driven project work to continuously improve such offerings.
• Provide technical input and analysis to support business cases include, device support for meeting participants, including Windows, MacOS, and Mobile devices.
• Partner with engineering teams and service providers with technical changes impacting enterprise UC solutions.
• Validate software, hardware, and asset inventories of UC solutions for completeness and accuracy.
• Represent operational health reports and advise on new projects aimed at improving the health or quality of UC solution offerings, including debriefs to senior management.
• Oversee UC solutions are properly integrated with IT Service Management processes such as incident, problem, change, configuration, capacity and service level management.
• Works to identify and close out technical debt, risks and/or vulnerabilities related to conferencing solution offerings in a timely manner.
• Identify automation and programmatic orchestration wherever possible to achieve “Best in Cost” delivery and support model.
• Participate in UC related user groups, webinars and technical conferences representing Brighthouse Financial to share and gain insights from other companies and peers across various industries.

Benefits

• Base salary ranging from $80,000 to $100,000 plus competitive performance-based incentives determined by company and individual results.
• Work remotely or in the office to better thrive in all areas of life.
• Recharge with a minimum of 20 days of paid time off and 16 paid company holidays per calendar year plus paid volunteer time and paid study time.
• Work toward achieving your financial goals through our 401(k) savings plan with company match (up to 6%) and annual company nondiscretionary contribution (3%), and financial counseling services.
• Enjoy competitive medical, vision, and dental plans plus tax-free health savings accounts with potential company contributions up to $1,000 per family.
• Care for loved ones with up to 16 weeks of paid leave for new parents, back-up dependent care, dependent care flexible spending account, and up to a $25,000 lifetime maximum during your adoption, infertility, or surrogacy journey.
• Gain access to company-paid basic life insurance and short-term disability insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level