Support Engineer Apac Region

2 weeks ago


Singapore HORIZONS GLOBAL TECHNOLOGY PTE. LTD. Full time

Overview of Job Function:

The Global Operations Team seeks an experienced senior engineer to add to our global high-performance Operations team.

This position is responsible for the BAU support as well as design, planning, support, and the implementation of enterprise financial voice recording technology solutions.

The position is responsible for all aspects of support through liaison with our Service Operational Center and Engineering teams, Vendors, Architecture, Analysis of Critical cases, and Design of a key compliance components.

Research and implement best practices framework/capabilities model that will control costs, provide higher quality, and/or increase predictability of service delivery.

Where necessary will interface with Operational/Support Leads, Project Managers, Pre-sales and Sales assistance on new opportunities, work with senior members of staff to provide technical guidance and direction for the product's growth and service model.


Principal Duties and Essential Responsibilities:

  • Promoting the full product and services portfolio demonstrating knowledge and professionalism to prospects and customers at both commercial and technical levels;
  • Ensure the quality, completeness and best practices of project and support deliverables;
  • Responsible for Technical functions within APAC and Singapore region;
  • Approve system requirements, estimation, functional specifications, testing strategy and other activities to ensure architectural alignment;
  • Collaborate with engineers for service excellence during the project delivery and support activities;
  • Be innovative, continuously think and asses the next step, and be one step ahead of our customers;
  • Assist with training and deployment of NICE/Verint Systems or other Voice Recording technologies;
  • Participate in oncall support roaster for our top global clients.

Job Requirements:

  • 5+ years' experience in the field of software engineering on NICE / VERINT products ranging from NICE 8.9, NP3.x, NIM4.x, NTR, Fusion/Compass, Verint Recording V11/V15, Verint Financial Recording (VFC or Verba);
  • Experience with Microsoft SQL Server, MySQL databases, installing, administration and query search and stored procedures operations;
  • It is essential that you have good understanding of Voice over IP telephony system principles, trading turrets (IPC Unigy, BT trading platform, Etrali Etradeal/Open Trade, Speakerbus etc.), enterprise PBX systems (Cisco/Avaya solutions) and proficient with IP networking and associated messaging protocols (SIP);
  • Broad understanding of storage solutions (file, block, object / WORM compliance, AWS S3/Azure Blob storage etc.) and data archiving methodology;
  • Excellent oral and written communication skills, with effective presentation experience;
  • Possess strong interpersonal skills coupled with a cando attitude;
  • Possess a proven ability to work independently;
  • Demonstrating high levels of Technical Support skills in order to support the client with determining the right solution or fix for their environment;
  • Detailoriented and highly organized person, ability to manage multiple priorities and parallel projects;
  • Experience of working within an ITIL environment;
  • Successful completion of background screening process including, but not limited to, employment verifications, criminal search, credit check.

Preferred Requirements:

  • Strong understanding of technical concepts behind recording and compliance solutions: networking, Cisco/Avaya/BT/IPC/Etrali telephony, VoIP communication, databases, storage solutions, analytics tools and solutions and cloud computing models;
  • Experience with MySQL, MSSQL;
  • Experience working in a financial institution in technology or IT departments;


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