Overview of Job Function
The Global Operations Team seeks an experienced senior engineer to add to our global high-performance Operations team. This position is responsible for the design, planning and the implementation of enterprise financial technology solutions. The position is responsible for all aspects Technical Project Delivery, Support to our clients through liaison with our Service Operational Center and Engineering teams, Vendors, Architecture, Analysis of Critical cases and Design of a key compliance components. Research and implement best practices framework/capabilities model that will control costs, provide higher quality, and/or increase predictability of service delivery. Will interface with Operational/Support Leads, Project Managers, Pre-sales and Sales assistance on new opportunities, work with senior members of staff to provide technical guidance and direction for the product’s growth and service model.
Principal Duties and Essential Responsibilities
- Responsible for Technical lead functions on behalf of TDS primarily within APAC region, but not limited to EMEA and AMER regions, where you will be providing remotely support and installation services to our Clients
- Promoting the full TDS product and services portfolio demonstrating knowledge and professionalism to prospects and customers at both commercial and technical levels
- Provide effective Line Management support to our Voice Practice engineers in US, focusing upon skills attainment, moral and engineering practices
- Ensure that new technologies are adopted within the framework of the role and the team with a view to create values and operational efficiencies over time
- Work collaboratively with the other Voice Practice managers to ensure that our resourcing, SLAs and KPIs targets are met. Manage operational risk, change and internal/external stakeholders
- Ensure the quality, completeness and best practices of project and support deliverables
- Responsible for Technical and Pre-Sales functions on behalf of TDS within the APAC region
- Approve system requirements, estimation, functional specifications, testing strategy and other activities to ensure architectural alignment
- Coach engineers for service excellence during the project delivery and support activities
- Liaise with the regional vendor contact points to provide input to global operation support activities, product development, documentation, and training deliverables
- Assist with training and deployment of NICE/Verint Systems or other Voice Recording technologies. Drive success through working collaboratively with engineering development, test, marketing and other cross-functional stakeholders
Minimum Requirements
- 4+ years’ experience in the field of software engineering on Voice Recording products ranging from 8.9, NIM, NTR, Fusion/Compass, Verint Recording, Verba Recording, Redbox
- Experience with Microsoft SQL Server, MySQL & Java
- Proven understanding of experience in elements of Software Development & Test
- Proven product delivery knowledge from requirements analysis through quality assurance and support
- Excellent oral and written communication skills, with effective presentation experience
- Possess strong interpersonal skills coupled with a can-do attitude
- Possess a proven ability to work independently
- Demonstrating high levels of Technical Architect skills in order to support the client with determining the right solution for their environment
- Detail-oriented and highly organized person, ability to juggle multiple priorities and parallel projects
- Successful completion of Kerv background screening process including, but not limited to, employment verifications, criminal search
Preferred Requirements
- Knowledge and experience of creating Technical Designs into Financial Institutions
- Strong team leader skills, ability to manage a team while managing different support priorities as well as implementing multiple projects
- Demonstrating strong knowledge of NICE, Verint or RedBox Voice recording platforms and associated software applications
- Strong understanding of technical concepts behind recording and compliance solutions: networking, Cisco/Avaya/BT/IPC/Etrali telephony, VoIP communication, databases, storage solutions, analytics tools and solutions and cloud computing models; ITILv4 Accreditation
- Azure Accreditation
- Experience with MySQL, MSSQL
