Position Purpose
Provide comprehensive support for voice systems across 12 APAC countries, including Level 1/2 troubleshooting, BAU activities, and projects. Manage Nice and Verba recording systems for channels like MS Teams, mobile, Cisco phones, and IPC turrets. Focus on delivering Record Keeping projects (Enterprise/Trader Voice & Recording) while collaborating on BAU, incidents, changes, and user support.
Job Duties
- Deliver Trader Voice and Voice Recording services, covering operations, controls, and project execution.
- Manage infrastructure for maximum availability, perform daily business checks, and monitor systems.
- Support and troubleshoot voice systems (IPC Unigy, Cisco Voice, MS Teams) and recording systems (Nice NTR/NTRX, Verint Verba).
- Collect metrics for escalation, create reports for operations, management, and compliance teams, and ensure SLA adherence.
- Collaborate globally for knowledge sharing, issue resolution, and continuous improvement.
Requirements
- 3-5 years in Trading Voice Support with in-depth knowledge of Nice NTR/NTR-X/Fusion and Verint Verba.
- General knowledge of voice systems (IPC Unigy v5.5, Cisco CUCM v15, MS Teams), Windows servers, private wires, and hoot networks.
- Understanding of compliance regulations (MiFID, Dodd-Frank); experience documenting and managing platform lifecycles.
- Excellent problem-solving, communication, interpersonal, and time management skills; ability to analyze trace logs.
- Knowledge of SBC (Oracle), call logging, NAS/SAN, SQL Server, Excel; CCNA/CCNA Voice certifications; team-oriented with ownership mindset.
