• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-09-23

Infrastructure Senior Technical Analyst NICE Voice Level 3 Specialist

Infrastructure Senior Technical Analyst NICE Voice Level 3 Specialist

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18025298


Job Position:
  • ASPAC NICE Voice L3 Specialist
Job Summary:
  • EUV&CC duties include Request Fulfillment, Daily BAU Support, and Incident/Problem Management Support for supported Voice products
Job Description
  • Primary interface for internal/external Citigroup businesses and customers as well as other technical support teams to provide Voice related technical and procedural assistance
  • Responsible for technical support on the Global Voice platforms which includes timely processing of all maintenance activities and ensuring that all related tasks are handled in a controlled and compliant manner against internal policies and procedures
  • The functional duties of this position include troubleshooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported Voice related products globally
  • Ability to organize, prioritize and schedule work assignments to help ensure high levels of Customer Service and Satisfaction in a challenging Shared Services environment
  • Responsible for continual process improvements and adaptation to new business processes and procedures
  • Accountable for daily, weekly, and monthly MIS reporting related to system maintenance activities
  • Assist in audit and compliance efforts for department, including risk review, self assessment, COB/business monitoring and documentation of policies and procedures, participation in occasional auditing projects or provides information and access to accounting records as required
  • Participate in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users
  • Providing operational support to the Infrastructure related to the Voice products within the guidelines as specified by the Info Sec procedures & Standard Build configurations


  • Strong  technical knowledge of the voice Recording systems like NICE, Verint, Cybertech, etc.
  • Call Center knowledge - ACD, Avaya PBX, ASAI, GeoTel, SBC, Network IVR, and Voice and Data Network
  • Bachelors/Masters (or equivalent experience) in electrical engineering, computer science, mathematics, physics, or other technology field focusing on speech technology
  • Expert knowledge of state-of-the-art research in speaker verification and identification
  • Solid understanding of signal processing, pattern recognition, and statistics
  • Creative thinker and goal-oriented, practical problem solver
  • Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI)
  • Knowledge of multi-factor biometric solutions
  • Required to be organized, possessing project management skills, and strong follow-up skills
  • Able to set goals and complete deliverables with minimal direction and/or support, as well as the ability to identify and escalate broader issues
  • Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently
  • Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue
  • Strong and effective communication (written and oral) with all levels of the organization
  • Consistent implementation of security solutions at the business unit level
  • Knowledge of network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
Singapore Singapore Singapore SG