Apac Voice Recording Engineer

6 days ago

Singapore WE-PLUS PTE. LTD. Full time

**Role Summary**

**Main 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.
- 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.
- 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.

**Qualifications & Experience**
- Bachelor’s Degree in Information Technology or related fields.
- More than 5 years of experience in a similar Trading Voice Support Role.
- In depth knowledge of Voice Recording Systems: NICE NTR/NTR-X | 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, 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.
- 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.
- Problem solving oriented, team work and a sense of ownership.

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