Voice Recording Engineer

2 days ago

Singapore MIGSO-PCUBED Full time

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Finance & Human Resource Officer at MI-GSO | PCUBED
The team 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.
The team focuses on the day-to-day management and user support of Voice Recording Systems infrastructure, ensuring seamless operation and troubleshooting. The team also participates in projects related to voice services, driving innovation and improvement.
Notably, the team is responsible for managing two key voice recording systems: Nice and Verba which capture a variety of channels: MS Team, Mobile providers, CISCO phones, IPC Turrets
The Voice recording engineers primary focus will be on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Voice Recording), In addition to project work, the candidate will collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support
Responsibilities
Responsible for the delivery of a range of Trader Voice and Voice Recording services into the Company. Primarily this involves operations, controls, project delivery
Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes.
Management and monitoring of Voice and Voice Recording infrastructure
Perform daily ready for business checks.
o IPC Unigy
o Cisco Voice
o Nice NTR and NTRX
Troubleshooting any Voice & Recording related issues
Collect metrics for third Line escalation
Create reports for Voice Recording Operations and Senior Management teams
Create 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 a continuous effort in resolving issues and knowledge sharing
5+ Years’ experience in a similar Trading Voice Support Role.
In depth knowledge of Voice Recording Systems:
o NICE NTR/NTR
o NICE FUSION
o VERINT VERBA
General knowledge of Voice Systems:
Good understanding of Windows servers
General knowledge of Private wires and Hoot Networks
Professional experience, documenting, planning and managing platforms through their life cycle
Understanding of Compliance regulations (MiFID, DODD-Frank, etc.)
Excellent problem-solving skills
Excellent customer-service and interpersonal 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
Sense of ownership
Seniority level
Seniority level Associate
Employment type
Employment type Contract
Job function
Job function Information Technology
Industries Banking, Investment Banking, and Business Consulting and Services
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