Trading Technology Voice Analyst

NBC; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

National Bank is seeking a Trading Technology Voice Analyst to manage their telephony systems and ensure compliance in communications across trading operations. The role requires technical expertise in VoIP and call recording systems, with a strong focus on user support and regulatory adherence.

Benefits

Health and wellness program

Employee Share Ownership Plan

Employee and Family Assistance Program

Preferential banking services

Opportunities for community initiatives

Virtual sleep clinic

Qualifications

• 2+ years of experience managing enterprise telephony systems.
• Hands-on experience with NTR or similar call recording solutions.
• Strong understanding of VoIP, SIP trunking, and network fundamentals.

Responsibilities

• Manage, maintain, and support C9 trader phone and NTR solutions.
• Troubleshoot telephony infrastructure and call recording systems.
• Provide training and support for end users.

Skills

Analytics

Application Security

C#

Database Design

Java

Python

Teamwork

Testing

Education

Degree in computer science or information management

Job description

Area of Interest : Information technology

This position supports Electronic Trading and Market Making at National Bank Financial Group.

As a Trading Technology Voice Analyst, you will manage and maintain our C9 phone systems and NTR (Nice Total Recording) solutions.

You will be responsible for the configuration, monitoring, maintenance, and troubleshooting of telephony infrastructure and call recording systems to ensure reliable and compliant communications across the organization.

You will have a solid understanding of financial trading environments, low-latency voice communication, and regulatory requirements.

The position is located in Toronto.

Responsibilities

1. Manage, maintain and support our Symphony Cloud 9 (C9) trader phone and NTR (Nice Total Recording) solutions
2. Configure, monitor and troubleshoot telephony infrastructure and call recording systems to ensure reliable and compliant communications
3. Provision new users, manage access control, configure button layouts, and ensure correct routing of trader calls
4. Provide training and support for end users
5. Manage private wire connections, intercom circuits, and hoot ‘n’ holler setups as well as call routing configurations, call groups, IVR menus, and reporting tools
6. Administer and support NTR (Nice Total Recording) platforms, ensuring proper call logging, storage, and retrieval
7. Proactively monitor system performance, call quality, and uptime for both C9 and NTR systems
8. Provide L2 / L3 support for voice incidents, system alerts, end-user issues, service interruptions and hardware / software issues
9. Ensure systems are configured and maintained to meet regulatory / compliance standards and complete / support audits as required
10. Participate in or lead system upgrades, migrations, and infrastructure enhancements
11. Coordinate with vendors and service providers on circuit provisioning, maintenance, and support escalations
12. Coordinate and perform software updates, patches, and system upgrades
13. Maintain accurate documentation of system configurations, procedures, support processes, floor plans, circuit lists, dial tone lists, etc.
14. Develop and enforce voice system best practices and security standards.

Team and Culture

The IT and Operations team is made up of more than 5500 proactive, collaborative experts who work with agility to seize opportunities, stay on the cutting edge of technology, and continuously improve our processes.

You’ll report to the Senior Manager.

We want to contribute to your quality of life by offering you as much flexibility as possible. For example, we offer hybrid work (remote and in-the-office) environment along with a flexible schedule that you can adapt to your needs.

The Bank values ongoing development and internal mobility. Our personalized training programs with on-the-job learning help you to master your role and develop new fields of expertise. Tools such as the Data Academy, language training, coaching, and mentoring support are always available.

Prerequisites

• Degree in computer science or information management and 2+ years of experience managing enterprise telephony systems, ideally with C9
• Hands-on experience with NTR (Nice Total Recording) or similar call recording solutions
• Strong understanding of VoIP protocols, SIP trunking, and network fundamentals
• Understanding of trading floor operations and urgency of voice communications
• Strong documentation and communication skills
• Ability to maintain positive and professional relationships with external vendors, service providers and users (Traders).
• Experience in financial services or other regulated environments, an asset
• Familiarity with compliance frameworks involving call recording and data retention, an asset.

Skills

Analytics, Application Security, C#, Database Design, DevOps, Diversity & Inclusion, Functional Analysis, Java, Python, System Deployment, Teamwork, Testing, Web Development, Cloud-Native Architecture, Containerization

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

Our Values

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?