Unified Communications Operations, Associate - Princeton

BlackRock•Princeton, NJ

17h•Hybrid

About The Position

BlackRock’s Unified Communications (UC) Operations team manages global collaboration applications, including provisioning, incident resolution, monitoring, and vendor management. The team is part of BlackRock’s Technology & Operations organization, which manages operating and technology platforms and provides services supporting the product and trade lifecycle and client and employee experiences. The Unified Communications Operations Associate provides advanced day-to-day support for global telephony, voice recording, and trading communication systems. The role coordinates telecommunications services across business teams, supports office projects and maintenance, and helps manage complex incidents and technology changes. It also leads service-improvement initiatives and mentors colleagues through technical guidance, training, and support. The position is based in Princeton, New Jersey, and follows BlackRock’s hybrid work model: employees are currently required to work in the office at least four days per week, with flexibility to work from home one day per week. Some business groups may require more office time. The role participates in an on-call rotation and may require remote or onsite support outside regular business hours, as well as occasional travel.

Requirements

Demonstrated experience supporting telephony and voice services, including Cisco Control Hub, Webex Calling, and Cisco IP telephone systems.
Strong analytical and troubleshooting skills, ability to learn new technologies and adapt to changing priorities, and ability to develop effective solutions in a dynamic environment.
Experience supporting end users and collaborating with business teams, vendors, and telecommunications carriers to resolve complex service and circuit-related issues.
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, including the ability to present technical information clearly.

Nice To Haves

Knowledge of contact-center, trading-floor voice, and voice-recording platforms, including Cisco Webex Contact Center, IPC turret systems, or Verint recording platforms.
Financial-services experience.
A bachelor’s degree or comparable technical degree; equivalent practical experience will also be considered.

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, managing risk and minimizing business disruption.
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; travel occasionally when required.
Identify and lead service-improvement initiatives, developing solutions and coordinating resources, deliverables, and deadlines.
Mentor team members by providing technical guidance, training, and support to strengthen team capability and service delivery.
Apply sound judgment and critical thinking to solve complex problems, adapt as the business evolves, and explore new approaches and technologies while rigorously challenging results.