Voice Engineer (NICE Trading Recording / Banking)

SMART INFORMATION MANAGEMENT SYSTEMS PRIVATE LIMITED; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology and business partner in Singapore is seeking an experienced Voice Engineer to support a top global investment bank. The role involves troubleshooting NICE Trading Recording products, monitoring service tickets, and ensuring optimal performance of the customer's infrastructure. Candidates should have over 5 years of experience and strong technical skills in Unix, SQL, and NICE products.

Qualifications

• 5+ years of experience with NICE Trading Recording.
• Strong troubleshooting skills for server and application issues.
• Effective communication with stakeholders and technical teams.

Responsibilities

• Support and troubleshoot NICE Trading Recording products.
• Monitor service tickets and alarms.
• Conduct health check-ups of customer infrastructure.

Skills

NICE Trading Recording

NICE Engage 6.12

Unix

SQL

Nagios

Putty

Cisco integrations

Avaya integrations

Tools

ServiceNow

BMC Remedy

SolarWinds

Jira

Grafana

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 basics of Workforce Management (WFM).
• Provided services on NICE Trading Recording for 7 years.
• Troubleshoot issues via on-call and off-call support.
• Resolve client issues on call using technical skills and product knowledge.
• 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 according to work plans, time, cost, and quality parameters.
• Perform health checkups of servers based on customer infrastructure.
• Conduct Nexedia 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 Nexedia as per recommendations.
• Troubleshoot P1 and P2 issues across applications, databases, loggers, storage, and network components.
• Troubleshoot Cisco and Avaya integrations with NICE components.
• Resolve server issues for N + 1, 2N configurations.
• 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 with NICE recording system.
• Ensure issues are resolved within SLA.

Day-to-day Ops Support:

• Hands-on experience with NICE Trading Recording, Management, Interaction Management, WFM, NICE Engage 6.12.
• Daily use of Nagios and Putty on Linux.
• Assist in developing alarming methods and procedures.
• Provide on-call support, resolving issues based on priority.
• Resolve issues via WEBEX and remote server access.
• Communicate with customers to resolve issues.
• Identify service-impacting problems and coordinate to reduce MTTR.
• Monitor and respond to alarms proactively.
• 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, WISER, BMC Remedy, Salesforce, PagerDuty, Jira
• Knowledge in NIM 4.1, 6.10, WFM, NICE Trading Recording, Engage Sentinel, MySQL, UNIX, Shell Scripting, Jenkins

Certificates:

• Desired certifications include but are not limited to: Fundamentals certifications are mandatory.
• 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