Cti Contact Center Voice Recording Integrations

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 to think strategically
Ability to lead/mentor team members
Goal and delivery Oriented