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Multifaceted Voice System Specialist

3 weeks ago

Singapore beBeeEngineer Full time $90,000 - $120,000

The company provides comprehensive support to the business across multiple voice systems, spanning 12 countries in Asia Pacific.

The main responsibilities include Level 1 and Level 2 troubleshooting, business-as-usual (BAU) activities, and voice-related projects.

Businesses work together with our team to focus on day-to-day management and user support of Voice Recording Systems infrastructure, ensuring seamless operation and troubleshooting.

The team participates in projects related to voice services, driving innovation and improvement.

  • Managing two key voice recording systems: Nice and Verba which capture a variety of channels.

System engineers will be focused on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Voice Recording).

They will also collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support.

Key Responsibilities:

  • Responsible for delivering a range of Trader Voice and Voice Recording services into the Company.
  • Primarily this involves operations, controls, project delivery

Ensure maximum availability of technology and maintain it at an appropriate technical level for support and maintenance purposes.

Knowledge distribution across regions

Management and monitoring of Voice and Voice Recording infrastructure

Perform daily ready for business checks

Voice Systems Support:
  • IPC Unigy
  • Cisco Voice
  • MS Teams Voice
VOICE RECORDING SYSTEMS SUPPORT:
  • Nice NTR and NTRX
  • Verint Verba

Troubleshooting any Voice & Recording related issues

Collect metrics for third Line escalation

Creating reports for Voice Recording Operations and Senior Management teams

Creating reports for Voice Recording Operations and Compliance/Litigation teams

Adhere to Internal Controls and procedures

Ensure deadlines and SLA are met

Collaborate with members of the Voice Recording Operations team in other Regions to ensure continuous effort in resolving issues and knowledge sharing

Technical and Behaviour Competencies
  • 5+ Years' experience in a similar Trading Voice Support Role

Expertise required in:

  • Voice Recording Systems:
    • NICE NTR/NTR
    • NICE FUSION
    • VERINT VERBA
  • General knowledge of Voice Systems:
    • IPC UNIGY Version 5.5
    • Cisco CUCM v15
    • MS Teams Voice
  • Good understanding of Windows servers
  • General knowledge of Private wires and Hoot Networks

Professional experience in documenting, planning and managing platforms through their life cycle

Understanding of Compliance regulations

Excellent problem-solving skills

Excellent customer-service and interpersonal skills

Excellent communication skills

Ability to prioritize along with good time management skills

Ability to collect and analyse Systems Trace Logs

Ability to work as part of a Global team

Desire to learn and adapt to new technology skillsets

Knowledge of SBC (Oracle)

Call Logging Systems

Experience with NAS and SAN systems

Knowledge of SQL Server and Microsoft Excel

CCNA and/or CCNA Voice Certifications

Specific Qualifications

Problem solving oriented

Team work

Sense of ownership

],