• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 23 Apr 18

Level 3 Voice Recording Infrastructure Support SME (APAC)

Level 3 Voice Recording Infrastructure Support SME (APAC)

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17079365


Description

Level 3 Voice Recording Support Engineer
  • Manage multiple voice recording projects in APAC and ensure standards and delivery of solutions are to Citi standards and within time and budget.
  • Lead in the design and execution of system enhancements projects for the NICE recording platforms, ensuring the changes meet business and technical requirements while maintaining a reliable recording system.
  • Provide technical guidance to colleagues and document new, as well as update existing, policies and/or procedures.
  • Facilitate the use of new technologies and tools to improve the recording system trouble resolution process.
  • Ensure vendor hardware and software applications meet Citigroup standards.
  • Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle
  • Applies knowledge of computer hardware and software to be programmed in business/mission applications
  • Work with development team supporting applications and systems which interface with the NICE Perform recording systems to resolve issues as well as implement improvements.
  • Performs certifications on recording technology add on products for multiple applications/solutions.
  • Assist in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring and documentation of policies and procedures, participation in occasional auditing projects or provides information and access to accounting records as required
  • Participate in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users
  • Provide operational support to the Infrastructure related to the Voice products within the guidelines as specified by the Info Sec procedures & Standard Build configurations


Qualifications

  • Strong  technical knowledge of the voice Recording systems like NICE, Verint, Cybertech, etc.
  • Call Center knowledge - ACD, Avaya PBX, ASAI, GeoTel, SBC, Network IVR, and Voice and Data Network
  • Bachelors/Masters (or equivalent experience) in electrical engineering, computer science, mathematics, physics, or other technology field focusing on speech technology
  • Expert knowledge of state-of-the-art research in speaker verification and identification
  • Solid understanding of signal processing, pattern recognition, and statistics
  • Creative thinker and goal-oriented, practical problem solver
  • Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI)
  • Knowledge of multi-factor biometric solutions
  • Required to be organized, possessing project management skills, and strong follow-up skills
  • Able to set goals and complete deliverables with minimal direction and/or support, as well as the ability to identify and escalate broader issues
  • Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently
  • Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue
  • Strong and effective communication (written and oral) with all levels of the organization
  • Consistent implementation of security solutions at the business unit level
  • Knowledge of network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
*LI-SG
Singapore Singapore Singapore SG