Key Responsibilities:
· Work with Voice Engineering team and follow guidelines and instructions from voice engineering team to support project / voice services in the Bank
· Work with component support teams (e.g., Voice Operation, PMO, Server and Storage) to coordinate activities that required from the Bank
· Follow the prescribed change process to schedule change and ensure proper documentation
· Perform NICE system upgrades and Life Cycle Management.
· Schedule vendor resources to perform works during off-hours and ensure all required parties are engaged via change process
· Work with vendors (e.g., NICE / IPC / Cisco on-site support) to have end-to-end voice recording service delivery / testing
· This role will be part of a team covering our daily business hours and will also be part of an ad-hoc support covering evenings and weekends for project related activities
· Provide documentation for engineering support
Key Requirements:
· Experience working in some manner within at least one of the following portfolios.
· NICE Voice Recording Upgrades / Migrations and Life Cycle Management.
· Managing NICE Playback Systems.
· Deploying Mobile Voice Recording.
· Enabling Voice Recording Encryption services.
· Ability to manage and communicate effectively with stakeholders
· NICE Product Certification
· Design and implement voice recording infrastructure and systems such as retention, playback, and retrieval
· Provide broad technical view across platform, identifying technical dependencies, issues, risks, and impact on production Voice Recording environment
· Deliver integration standards to reduce operational risk and deliver operational excellence
· Define detailed technical requirements and scope of work for vendor or bank team for implementation
· Drive business and control partner initiatives such as Compliance Assurance and Communications Surveillance
· Assess impact of issues and/or regulatory requirements on product and production environment
· Support automation initiatives with goal of delivering service excellence and meeting compliance requirements
· Provide Voice Recording Application Management
· Partner with regional Compliance officers, Audit, Global Information Security, Networks, and Technology Organization.
Other Skills:
· Excellent organizational and communication skills
· Detail oriented
· Proficiency in tools such as - Microsoft Project / Project Plan creation and management
· Demonstrated ability to work as part of a team
· Ability to manage and communicate effectively with stakeholders
· Experience in Enterprise voice solutions/services and basis knowledge of server OS / configuration
· Effective communication skills with the ability to communicate technical information and manage difficult and complex stakeholder relationships at all levels
· Results driven with a strong desire to succeed and see all project and client deliverables through to completion
· Team Player with a “can do” attitude
· Experience working in the financial or banking industry, is a plus
· Takes ownership and accountability for actions / getting thing done and achieving quality of result
