Cti Contact Center Voice Recording Integrations

4 days ago

Singapore Citi Full time

Citi Enterprise Infrastructure, Operations & Technology (EIO&T) provides a foundation that enables Citi to achieve its day-to-day operational and long-term growth goals, enabling execution of Citi's Strategy. With over 113,000 employees in 99 countries, Citi’s EIO&T is one of the largest single organizations in the world. Citi Technology Infrastructure Enterprise (CTI) is part of EIO&T responsible for End User Services, Front Line Operations, Network Services, Enterprise Services, Risk Management & Governance and company-wide efforts across Public Cloud, Data Services, Developer Services & Experience, Infrastructure Services, and Inventory & Asset Optimization Services._
- Contact Center Telephony Services is part of CTI End User Services and provides best in class telephony infrastructure solutions to Citi businesses to communicate with their customers. Services provided include Interactive Voice Response, Automatic Call Distribution, Real-time Contact Center Reports and Auto-Dialer functionality. Choice of hard phones and soft phones is offered for workforce working from office or home. Voice Recording Service records conversations with customers for compliance and training purposes. Speech Analytics is performed on recorded conversations to provide business insights into customer behaviour. Voice Biometrics offering allows speedy customer authentication. Computer-Telephony integration gives agents ability to provide personalized experience to customers._

**Responsibilities**:
The role will manage a team of resources with the following responsibilities for Contact Center Voice Recording systems in APAC/EMEA:

- Provide day-to-day support of systems including Incident, Problem, Change, Capacity management
- Operate production platforms with high service uptime, proactively observe key performance indicators
- Address user issues and system outages in a timely manner, eliminate or minimize chronic issues
- Deliver on Process Control Manuals, Continuity of Business, Risk & Control, Information Security and Audit requirements
- Take timely remedial actions for Vulnerabilities & Threats and End-of-Vendor Support
- Build systems that are rich in functionality, highly reliable, secure against threats and uses Citi certified building blocks
- Adopt agile methodologies for Build to continuously improve time to market for products and services
- Be committed to Citi’s Virtualization, Cloud and Service Transformation strategies
- Drive automation of repetitive tasks and complex activities to reduce manual effort and minimize human errors
- Establish relationships with businesses utilizing Contact Center Voice Recording, keeping the business’ needs at the forefront of the service
- Maintain oversight over vendor service & third-party risk management requirements of the service
- Establish close working relationship with peers in other regions and collaborate on automation, reporting and metrics
- Establish partnerships with teams providing/receiving upstream and downstream services like Engineering, Site Support, L2, SBC, SIP and Telephon
- **People Management Responsibilities**:

- 1-1 meetings, team meetings, feedback, appraisals; coaching, counselling, and disciplining employees
- Developing, coordinating, and enforcing Citi policies, procedures and standards
- Task and resource planning, monitoring staff performance, timely intervention and remediation
- Ensuring committed objectives are accomplished by the team by clearly communicating expectations

**Qualifications**:

- 6-10 years of experience in a Technology Infrastructure role with people management experience
- Project management experience
- Ability to communicate technical concepts to non-technical audience
- Experience in a Financial Services or large complex and/or global environment preferred
- Ability to develop projects required for design of metrics, analytical tools, benchmarking and best practices
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills
- Ability to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadline

**Knowledge and Experience**:

- Technology team management role within a major financial institution
- Operations experience involving Contact Center Recording systems
- Contact Center Recording build and integration experience
- Deep understanding and knowledge of:

- NICE Engage Platform, AIR Loggers
- NICE Nexidia, Playback Portal, Connect API
- Storage Systems - EMC Centera, S3 Object Store, SAN, NAS
- Computer Telephony Integration, Call Control
- Contact Center operations, call routing and queueing
- Will be advantageous to have knowledge or experience of:

- Avaya CM, AES, Aspect UIP/ALM
- VoIP standards - SIP, H.323, Codecs
- Risk/Control, Information Security, Records Management
- VMWare ESXi, Windows

**Education**:

- Bachelor’s/University degree, Master’s degree preferred

**Skills**:

- Strong technical leader
- Ability

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