JOB DESCRIPTION SUMMARY

Provides broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.

EXPERIENCE & EDUCATION

• 5+ years IPC Unigy experience – Preferably Advanced Admin
• Carrier Services, DID, Private wires and SIP circuits
• Intercom, hoot and holler
• Cisco CUCM basics
• NICE & Verint Voice Recording experience
• Power Bi reporting
• Teams/Sharepoint/ MS tools
• Undergraduate degree or technical certificate
• 5-7 years relevant experience in trading floor/Investment Banking

WHO WE ARE

TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• Provide day-to-day operational support for trader voice systems including IPC Unigy, Cisco, TEAMS and NICE/Verint voice recording solutions.
• Monitor system performance and proactively address issues to minimize downtime.
• Respond to and resolve incidents and service requests in line with SLAs.
• Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
• Collaborate with network, infrastructure, and trading desk teams to ensure system availability and functionality.
• Assist in system upgrades, patch management, and configuration changes.
• Maintain detailed documentation of incidents, configurations, and procedures.
• Participate in disaster recovery testing and ensure voice systems are compliant with regulatory requirements.
• Support and manage voice-related projects and system rollouts.
• Provide on-call support as needed during trading hours or off-hours maintenance windows.