L1 Voice and Video Specialist
Top Benefits
About the role
In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal’s Top Employers in 2025. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.
The position at a glance CIB Americas Trading Voice, Voice and Video team is part of Americas IT Production Infrastructure, specifically the Telecoms and Datacenter Domain. Our team is responsible for the implementation, operational oversight and administration of CIB Americas Trader Voice, Voice, and Video infrastructure for North and South America countries. Our team functions as Subject Matter Experts (SME) for all Voice and Video platforms, focusing on product architecture, engineering, change, upgrades, installations and regional rollouts, controls design and execution, technical documentation as well as knowledge distribution across the regions. Our goal is to deliver industry-leading Trader Voice, Voice, and Video services across the Americas.
- Purpose: Act as an Operations Support Engineer for Voice, and Video Platforms, focusing on administration, production system health checks and monitoring, technical support, and regular testing of the voice and capture infrastructure.
- Scope: Regional support for North and South American countries, based out of the BNPP Montreal office. This is a hybrid role requiring 3 day/week on-site presence in our Montreal office
In detail
- Deliver a range of IT Production Voice, and Video services, including operations, administration, monitoring, controls, and Level 1-2 technical support for Voice, and Video platforms.
- Manage and monitor the Voice, and Video infrastructure, performing business readiness, mid-day, and end-of-day checks.
- Troubleshoot Voice, and Video related issues and escalate to Third Line support as necessary.
- Level 1 daily BAU support (MAC) of Call Manager (CUCM 14.1/15) and Uplinks
- Level 1 daily BAU support (MAC) of Video Infrastructure (Video Endpoints/Conference Rooms/Media Players)
- On site presence in the Montreal office to support on site Voice/Video Technologies.
- Create reports for Voice & Video operational data for Senior Management.
- Support Compliance and Legal teams with data search, extraction, and delivery as needed.
- Adhere to internal controls and procedures, ensuring deadlines and SLAs are met.
- Collaborate with global Record Keeping members in other regions to ensure continuous knowledge sharing and issue resolution.
- Participate in the change process around production activities including scheduled weekend/out-of-hour maintenance windows and patching campaigns.
- Liaise with external partners and vendors for (MAC) support and problem/change management.
- Provide support to local IT on-site teams on Voice and Video technologies.
- Escalate issues to management and/or Permanent Control as appropriate.
The Strengths And Skills That Will Help You Succeed
- Bachelor’s degree in computer science, information technology, or relevant/equivalent IT support experience.
- 5-7 years of experience in a 1st/2nd Line IT Support Role.
- Voice Telephony platforms (Cisco Call Manager, Voice gateways, Unity Voicemail, MS Teams, Cisco Video Servers: VCS and Expressway and Cisco Video endpoints).
- Call Manager (CUCM 14.1), Unity Voicemail (CUC 14) and Unified Contact Center Express (UCCX 12.5)
- Video codecs and IPTV infrastructure (Avedia Server and Media Player)
- Certificate management (Certis)
- Oracle Networking (Oracle Session Border Controller (SBC), Oracle Enterprise Communication Broker (ECB), Oracle Enterprise Operations Monitor).
- Understanding of SIP protocol and VoIP telephony
- Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
- Detailed-oriented and organized.
- Ability to work independently and as a part of a cross-functional global team.
- Strong problem-solving skills and desire to learn and adapt to new technology.
- Strong customer service and interpersonal skills.
- Ability to create and maintain technical documentation and network diagrams.
- Knowledge of standard methodologies of Service Delivery (ITIL, ITSM) is a plus.
- Experience working in a financial institution in technology or IT departments is a plus but not required.
- Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Knowledge of the English is required. / Knowledge of French and English is required.
What’s In It For You In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements are available for most positions. In-office presence is required a minimum of 3 days per week, one of which must be on a Monday and/or a Friday. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.
To find out more about our range of benefits, click here
What You Need To Know
- We will review candidates as they apply, so don’t wait to submit your application;
- BNP Paribas is committed to accessibility and inclusion. During the recruitment process, accommodation needs are available at all times for candidates. You will have the chance to make a request for an accommodation during your application.
- You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position;
- If you are applying and accepted to a position which requires working in/for the U.S. securities industry, you will be required to provide your fingerprints and undergo additional background checks by the FBI. BNP Paribas Securities Corporation is required to maintain a supervisory program over the conduct of its Associated Persons; some of your personal data will be transmitted to the United States of America and made available to US regulators. Please reach out to BNPP for additional information; or you can also find an overview here: 3110. Supervision FINRA.org
Diversity, Equity and Inclusion (DE&I) at the heart of our commitments
- At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.
- BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).
- To learn more about our DE&I commitments, click here
About Us BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.
BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.
Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.
With over 1,400 employees, BNP Paribas in Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.
Our certifications and partnerships
- Montreal’s Top Employers 2025
- Canada’s Best Diversity Employers 2025
- Women in Governance – Parity certified – Platinum certification
- Pride at Work Canada
- Part of Les Affaires top 300 companies in Quebec
- Synclusiv
- Ready, Willing and Able
- Autisme sans Limites
- LinkedIn Top Companies 2024
Do you want to discover other BNP Paribas offers in Canada? Click here: BNP Paribas in Canada Our job offers
*** While the description above describes our ideal candidate, we encourage applicants to apply even if they do not fully meet the complete list of qualifications noted***
About BNP Paribas
BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 65 countries, with more than 190,000 employees, including more than 145,000 in Europe. BNP Paribas holds leading positions in its three major operating divisions:
⚆ Commercial, Personal Banking & Services for all the Group’s retail banking networks and several specialised businesses, including BNP Paribas Personal Finance and Arval; ⚆ Investment & Protection Services for savings, investment and protection solutions; ⚆ Corporate & Institutional Banking, which is focused on corporate and institutional clients.
The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the European leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and Investment & Protection Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.
To learn more about our social media terms and Data Protection Notice: https://group.bnpparibas/en/data-protection
L1 Voice and Video Specialist
Top Benefits
About the role
In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal’s Top Employers in 2025. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.
The position at a glance CIB Americas Trading Voice, Voice and Video team is part of Americas IT Production Infrastructure, specifically the Telecoms and Datacenter Domain. Our team is responsible for the implementation, operational oversight and administration of CIB Americas Trader Voice, Voice, and Video infrastructure for North and South America countries. Our team functions as Subject Matter Experts (SME) for all Voice and Video platforms, focusing on product architecture, engineering, change, upgrades, installations and regional rollouts, controls design and execution, technical documentation as well as knowledge distribution across the regions. Our goal is to deliver industry-leading Trader Voice, Voice, and Video services across the Americas.
- Purpose: Act as an Operations Support Engineer for Voice, and Video Platforms, focusing on administration, production system health checks and monitoring, technical support, and regular testing of the voice and capture infrastructure.
- Scope: Regional support for North and South American countries, based out of the BNPP Montreal office. This is a hybrid role requiring 3 day/week on-site presence in our Montreal office
In detail
- Deliver a range of IT Production Voice, and Video services, including operations, administration, monitoring, controls, and Level 1-2 technical support for Voice, and Video platforms.
- Manage and monitor the Voice, and Video infrastructure, performing business readiness, mid-day, and end-of-day checks.
- Troubleshoot Voice, and Video related issues and escalate to Third Line support as necessary.
- Level 1 daily BAU support (MAC) of Call Manager (CUCM 14.1/15) and Uplinks
- Level 1 daily BAU support (MAC) of Video Infrastructure (Video Endpoints/Conference Rooms/Media Players)
- On site presence in the Montreal office to support on site Voice/Video Technologies.
- Create reports for Voice & Video operational data for Senior Management.
- Support Compliance and Legal teams with data search, extraction, and delivery as needed.
- Adhere to internal controls and procedures, ensuring deadlines and SLAs are met.
- Collaborate with global Record Keeping members in other regions to ensure continuous knowledge sharing and issue resolution.
- Participate in the change process around production activities including scheduled weekend/out-of-hour maintenance windows and patching campaigns.
- Liaise with external partners and vendors for (MAC) support and problem/change management.
- Provide support to local IT on-site teams on Voice and Video technologies.
- Escalate issues to management and/or Permanent Control as appropriate.
The Strengths And Skills That Will Help You Succeed
- Bachelor’s degree in computer science, information technology, or relevant/equivalent IT support experience.
- 5-7 years of experience in a 1st/2nd Line IT Support Role.
- Voice Telephony platforms (Cisco Call Manager, Voice gateways, Unity Voicemail, MS Teams, Cisco Video Servers: VCS and Expressway and Cisco Video endpoints).
- Call Manager (CUCM 14.1), Unity Voicemail (CUC 14) and Unified Contact Center Express (UCCX 12.5)
- Video codecs and IPTV infrastructure (Avedia Server and Media Player)
- Certificate management (Certis)
- Oracle Networking (Oracle Session Border Controller (SBC), Oracle Enterprise Communication Broker (ECB), Oracle Enterprise Operations Monitor).
- Understanding of SIP protocol and VoIP telephony
- Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
- Detailed-oriented and organized.
- Ability to work independently and as a part of a cross-functional global team.
- Strong problem-solving skills and desire to learn and adapt to new technology.
- Strong customer service and interpersonal skills.
- Ability to create and maintain technical documentation and network diagrams.
- Knowledge of standard methodologies of Service Delivery (ITIL, ITSM) is a plus.
- Experience working in a financial institution in technology or IT departments is a plus but not required.
- Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may apply. Knowledge of the English is required. / Knowledge of French and English is required.
What’s In It For You In addition to competitive compensation, we offer flexible benefits including a family and spouse insurance program, a defined contribution pension plan and paid days for volunteering. Hybrid work arrangements are available for most positions. In-office presence is required a minimum of 3 days per week, one of which must be on a Monday and/or a Friday. BNP Paribas provides excellent training and personal development programs, as well as opportunities for career development within the company and internationally.
To find out more about our range of benefits, click here
What You Need To Know
- We will review candidates as they apply, so don’t wait to submit your application;
- BNP Paribas is committed to accessibility and inclusion. During the recruitment process, accommodation needs are available at all times for candidates. You will have the chance to make a request for an accommodation during your application.
- You must be legally eligible to work in the Greater Montreal area and, if applicable, hold a valid work or study permit. Physical presence in BNP Paribas’ office(s) is an essential function of this position;
- If you are applying and accepted to a position which requires working in/for the U.S. securities industry, you will be required to provide your fingerprints and undergo additional background checks by the FBI. BNP Paribas Securities Corporation is required to maintain a supervisory program over the conduct of its Associated Persons; some of your personal data will be transmitted to the United States of America and made available to US regulators. Please reach out to BNPP for additional information; or you can also find an overview here: 3110. Supervision FINRA.org
Diversity, Equity and Inclusion (DE&I) at the heart of our commitments
- At BNP Paribas all employees are on an equal footing allowing us to create a work environment that values and respects people for their talents, skills and competences.
- BNP Paribas recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status (Employment Equity Act and Canadian Human Right Act).
- To learn more about our DE&I commitments, click here
About Us BNP Paribas is the top bank in the European Union and a major international banking establishment. Present in 63 countries, with more than 180,000 employees, the bank holds key positions in several areas of banking and financial services.
BNP Paribas’ mission is to contribute to a responsible and sustainable economy by financing and advising its clients according to the highest ethical standards, while striving to respond to essential concerns in terms of the environment, regional development and social inclusion.
Since 1961, BNP Paribas has supported large Canadian companies and institutions in their business development by offering a full range of specialized financial services and investment products.
With over 1,400 employees, BNP Paribas in Canada continues to attract experts from diverse fields as well as ambitious young talent from around the world. We are proud to offer our employees a rewarding and international workplace where they can build their professional careers by honing their skills, meeting challenges and enriching their knowledge of the financial industry.
Our certifications and partnerships
- Montreal’s Top Employers 2025
- Canada’s Best Diversity Employers 2025
- Women in Governance – Parity certified – Platinum certification
- Pride at Work Canada
- Part of Les Affaires top 300 companies in Quebec
- Synclusiv
- Ready, Willing and Able
- Autisme sans Limites
- LinkedIn Top Companies 2024
Do you want to discover other BNP Paribas offers in Canada? Click here: BNP Paribas in Canada Our job offers
*** While the description above describes our ideal candidate, we encourage applicants to apply even if they do not fully meet the complete list of qualifications noted***
About BNP Paribas
BNP Paribas is a leading bank in Europe with an international reach. It has a presence in 65 countries, with more than 190,000 employees, including more than 145,000 in Europe. BNP Paribas holds leading positions in its three major operating divisions:
⚆ Commercial, Personal Banking & Services for all the Group’s retail banking networks and several specialised businesses, including BNP Paribas Personal Finance and Arval; ⚆ Investment & Protection Services for savings, investment and protection solutions; ⚆ Corporate & Institutional Banking, which is focused on corporate and institutional clients.
The Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realise their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal Finance is the European leader in consumer lending. BNP Paribas is rolling out its integrated retail-banking model in Mediterranean countries, in Turkey, in Eastern Europe and a large network in the western part of the United States. In its Corporate & Institutional Banking and Investment & Protection Services activities, BNP Paribas also enjoys top positions in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.
To learn more about our social media terms and Data Protection Notice: https://group.bnpparibas/en/data-protection