AVP, Voice Engineer, Future Ready Technology, Group Technology

300005 Chief Executive's Office_00002555; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading financial institution in Singapore is seeking an AVP, Voice Engineer to support the bank's voice infrastructure, including Cisco Unified Communications Manager and MS Teams. The ideal candidate will have a minimum of 3 years of experience in voice products, excellent communication skills, and the ability to engage with various stakeholders effectively. This role requires strong problem-solving abilities and the initiative to work both independently and as a team. Competitive salary and benefits offered.

Benefits

Competitive salary and benefits package

Qualifications

• Minimum 3 years of experience in Cisco Voice product, NICE Recording, and MS Team.
• Excellent prioritization, responsiveness, and customer service skills.
• Strong verbal and written communication abilities.

Responsibilities

• Support the bank voice infrastructure including CUCM, Webex, NICE recording and MS Team.
• Monitor ticketing queues, analyze, and resolve issues.
• Engage with stakeholders on operational and technical issues.

Job description

Job Description - AVP, Voice Engineer, Future Ready Technology, Group Technology (2400009G)

Job Description

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Responsible to support the bank voice infrastructure that include day to day support of Cisco Unified Communications Manager (CUCM), Webex, NICE recording and MS Team for instant messaging, meeting and voice capabilities

Requirements

The ideal candidate will be well organized, process focused, and self-driven as this is a fast-paced and highly technical environment. Someone wanting to learn and grow with an organization will thrive in this role. The role requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.

• Minimum 3 years of experience in Cisco Voice product, NICE Recording and MS Team
• Familiar with following:
• Cisco Unified Communications Manager (CUCM) , Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX), Support of Cisco router (voice gateways), Analog voice gateways, support of voice prioritization and class of service.
• Configure Nice call recording users, troubleshoot recording issues, support end user for call recording related issue, perform live verification and maintenance windows including application patches and testing
• Support of MS teams IM video and voice product capabilities
• Able to work independently and as a team
• Engage with stakeholders on operational, functional, and technical issues to provide resolutions (L1 to L2)
• Monitor different modes of ticketing queue, acknowledge, analyze and resolve
• Get transition from implementation teams, and document necessary process flows for support
• Track and provide periodic status reports on stakeholder issues
• Engage product/engineering teams if the issue has a dependency on product issues/limitations
• Developing and executing engineering scripts to resolve issues or automate routine activities.
• Track and meet all Customer Support SLA requirements.

Apply now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.