Voice Engineer (NICE Trading Recording / Banking)

Borr Drilling; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A global technology services provider in Singapore is seeking an experienced Voice Engineer to support a top global investment bank. The ideal candidate will have extensive experience with NICE Trading Recording and related technologies, troubleshooting issues, and interacting with business stakeholders to ensure client satisfaction. This role involves hands-on support and operational duties in a dynamic environment.

Qualifications

• Experience with NICE Trading Recording for 7 years.
• Strong exposure to Asset Centre Inventory System tools like Nagios and Putty.
• Troubleshoot issues across various applications and databases.

Responsibilities

• Support client issues and provide on-call technical support.
• Perform health checkups of servers based on customer infrastructure.
• Monitor ServiceNow for ticketing and alerts.
• Interact with business stakeholders effectively.

Skills

Experience with NICE Trading Recording

Troubleshooting skills

Technical knowledge in Unix and SQL

Client interaction skills

Monitoring tools expertise (Nagios)

Hands-on experience with Linux and Windows

Education

Fundamental certifications

Certified in NIM 4.1

Certified in NICE Trading Recording

Tools

ServiceNow

BMC Remedy

Putty

Nagios

Job description

Executive Summary

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner, and AWS MSP Partner.

We are looking to hire an experienced Voice Engineer in Singapore to support our client, a top global investment bank.

Responsibilities:

• Experience with products such as NICE Trading Recording, NICE Engage 6.12, NICE Interaction Management, and basic Work Force Management (WFM).
• Provided services on NICE Trading Recording for 7 years.
• Troubleshoot issues both on-call and off-call.
• Resolve client issues using technical knowledge and skills.
• Strong exposure to Asset Centre Inventory System tools like Nagios and Putty.
• Experience in Unix and SQL.
• Interact effectively with Business Stakeholders and Technical teams.
• Analyze deadlines and ensure deliverables are completed as per work plan, considering time, cost, and quality parameters.
• Perform health checkups of servers based on customer infrastructure.
• Perform Nexidia health checkups.
• Monitor ServiceNow for ticketing and alerts.
• Administer and monitor CTI Applications.
• Perform patching activities for NICE servers related to NIM, Engage, NTR, WFM, and Nexidia.
• Troubleshoot P1 and P2 issues across applications, databases, loggers, storage, satellite, core, CTI, and CUCM components.
• Troubleshoot Cisco and Avaya integrations with NICE components.
• Handle troubleshooting of N+1, 2N server issues.
• Install and configure NTR and NICE Engage setups for onboarding and existing customers.
• Analyze logs using tools like CTI monitor, ATT tool, and Functional Tester.
• Analyze Cisco CUCM traces related to CTI interfaces and NICE recording system.
• Ensure issues are resolved within defined SLAs.

Day-to-day Ops Support:

• Hands-on experience with NICE Trading Recording, Management, Interaction Management, WFM, and NICE Engage 6.12.
• Daily hands-on with Nagios and Putty on Linux.
• Assist in developing alarming methods and procedures.
• Provide on-call coverage and resolve issues based on priority.
• Resolve issues via WEBEX and remote server access.
• Interact with customers to resolve their issues.
• Recognize service-impacting problems and engage teams to reduce MTTR.
• Proactively monitor and respond to alarms to prevent outages.
• Work with Remedy Trouble Ticket system.

Technical Skills:

• Operating systems: Windows and Linux
• Monitoring tools: Nagios, Sentinel, PagerDuty, SolarWinds, Grafana
• Remote connection tools: Putty (Linux), RDP (Windows)
• Ticketing systems: ServiceNow, BMC Remedy, Salesforce, PagerDuty, Jira
• Knowledge in: NIM 4.1, 6.10, WFM, NICE Trading Recording, Engage Sentinel, MySQL, UNIX, Shell Scripting, Jenkins

Certificates:

• Fundamental certifications are essential; advanced certifications are desirable.
• Certified in NIM 4.1 (Fundamentals and Troubleshooting)
• Certified in NICE Engage 6.5 Fundamentals
• Certified in NICE Trading Recording
• Certified in NICE Trading Recording Advanced
• Certified in NICE Trading Recording Troubleshooting
• Certified in Compass
• Certified in NICE Workforce Management R6.5 Fundamentals
• Udemy Certified SQL DBA