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), NICE recording and MS Team for instant messaging, meeting and voice capabilities
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.
Requirements
Well organized, process focused, and self-driven as this is a fast-paced and highly technical environment.
Willing to learn and grow with an organization will thrive in this role.
Requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.
Minimum 10 years of experience in NICE/Verint Recording platform, Cisco Voice product, and MS Teams.
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 on the project task.
Basic knowledge on windows servers infra
Basic knowledge on SQL DB
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.
Support of MS teams IM video and voice product capabilities
Able to work independently and as a team
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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.
