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AVP, Voice Engineer, Future Ready Technology, Group Technology
Job summary
A leading banking institution in Singapore is seeking an AVP, Voice Engineer to oversee the daily management of the voice infrastructure, including Cisco Unified Communications Manager, Webex, and NICE recording systems. The ideal candidate will have a minimum of 3 years of experience with Cisco voice products and must possess excellent problem-solving and communication skills to engage with stakeholders effectively. The role may require weekend and night shifts. Competitive salary and benefits are offered.
Benefits
Qualifications
- Minimum 3 years of experience in Cisco Voice product, NICE Recording and MS Teams.
- Able to work independently and as a team.
- Engage with stakeholders on operational, functional, and technical issues.
Responsibilities
- Support the bank voice infrastructure including CUCM, Webex, and NICE recording.
- Drive planning, evaluation of security applicability.
- Monitor ticketing queue and resolve issues.
Skills
Tools
Job Description - AVP, Voice Engineer, Future Ready Technology, Group Technology (250000AS)
Job Description
Group Technology empowers the bank with an efficient, nimble and resilient infrastructure and system through a strategic focus on productivity, quality & control, technology, coupled with strengthening people capability and banking on innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners and customers through our multiple banking delivery channels.
- Responsible to support the bank voice infrastructure that includes day‑to‑day support of Cisco Unified Communications Manager (CUCM), Webex, NICE recording and MS Team for instant messaging, meeting and voice capabilities
- Responsible to drive minor and major patches, upgrade
- Responsible to drive planning, evaluation of security applicability
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.
- Role required to work during weekend and night shifts
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.