Job Description

The team provides comprehensive support to the business across multiple voice systems, spanning 12 countries in Asia Pacific. The main responsibilities include Level 1 and Level 2 troubleshooting, business-as-usual (BAU) activities, and voice-related projects.





The team focuses on the day-to-day management and user support of Voice Recording Systems infrastructure, ensuring seamless operation and troubleshooting. The team also participates in projects related to voice services, driving innovation and improvement.





Notably, the team is responsible for managing two key voice recording systems: Nice and Verba which capture a variety of channels: MS Team, Mobile providers, CISCO phones, IPC Turrets





The Voice recording engineers primary focus will be on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Voice Recording), In addition to project work, the candidate will collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support





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:
o IPC Unigy


o Cisco Voice


o MS Teams Voice


Voice Recording Systems support:
o Nice NTR and NTRX


o 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

Technical & Behaviour Competencies

5+ Years' experience in a similar Trading Voice Support Role. In depth knowledge of Voice Recording Systems:
o NICE NTR/NTR


o NICE FUSION


o VERINT VERBA


General knowledge of Voice Systems:
O IPC UNIGY Version 5.5


o Cisco CUCM v15


o 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

Specific Qualifications

Problem solving oriented Team work * Sense of ownership