The team provides comprehensive support to the business across multiple voice systems, spanning 12 countries in Asia Pacific. The main responsibilities include Level 1 and Level 2 troubleshooting, business-as-usual (BAU) activities, and voice-related projects.
The team focuses on the day-to-day management and user support of Voice Recording Systems infrastructure, ensuring seamless operation and troubleshooting. The team also participates in projects related to voice services, driving innovation and improvement.
Notably, the team is responsible for managing two key voice recording systems: Nice and Verba which capture a variety of channels: MS Team, Mobile providers, CISCO phones, IPC Turrets
The Voice recording engineers primary focus will be on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Voice Recording), In addition to project work, the candidate will collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support.
Responsibilities
Responsible for the delivery of a range of Trader Voice and Voice Recording services into the Company. Primarily this involves operations, controls, project delivery
Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes.
Knowledge distribution across regions.
Management and monitoring of Voice and Voice Recording infrastructure
Perform daily ready for business checks.
Voice Systems support:
IPC Unigy
Cisco Voice
MS Teams Voice
Voice Recording Systems support:
Nice NTR and NTRX
Verint Verba
Troubleshooting any Voice & Recording related issues
Collect metrics for third Line escalation
Create reports for Voice Recording Operations and Senior Management teams
Create reports for Voice Recording Operations and Compliance/Litigation teams
Adhere to Internal Controls and procedures
Ensure deadlines and SLA are met
Collaborate with members of the Voice Recording Operations team in other Regions to ensure a continuous effort in resolving issues and knowledge sharing
Technical & Behavioral Competencies
5+ Years’ experience in a similar Trading Voice Support Role.
In depth knowledge of Voice Recording Systems:
NICE NTR/NTR-X
NICE FUSION
VERINT VERBA
General knowledge of Voice Systems:
IPC UNIGY Version 5.5
Cisco CUCM v15
MS Teams Voice
Good understanding of Windows servers
General knowledge of Private wires and Hoot Networks
Professional experience, documenting, planning and managing platforms through their life cycle
Understanding of Compliance regulations (MiFID, DODD-Frank, etc.)
Excellent problem-solving skills
Excellent customer-service and interpersonal skills
Excellent communication skills
Ability to prioritize along with good time management skills
Ability to collect and analyse Systems Trace Logs
Ability to work as part of a Global team.
Desire to learn and adapt to new technology skillsets
Knowledge of SBC (Oracle)
Call Logging Systems
Experience with NAS and SAN systems
Knowledge of SQL Server and Microsoft Excel
CCNA and/or CCNA Voice Certifications
Specific Qualifications
Problem solving oriented
Team work
Sense of ownership
About BNP PARIBAS
As the leading European Union bank, and one of the world’s largest financial institutions with an uninterrupted presence in the region since 1860, BNP Paribas offers a wide range of financial services for corporate, institutional and private investors spanning corporate and institutional banking, wealth management, asset management and insurance.
We passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued and encourage applicants of all backgrounds, including diversity of origin, age, gender, sexual orientation, gender identity, religion applicants who may be living with a disability. We have a number of internal employee networks in place to empower our staff to act and challenge the status quo.
• BNP Paribas PRIDE is highly active in favour of the LGBTQIA+ community
• BNP Paribas MixCity which fosters better representation of women at all levels of the organization
• Ability, the mutual aid network for employees with a disability or a disabling or chronic illness
• BNP Paribas CulturAll which celebrates diverse backgrounds
BNP is committed to financing a carbon-neutral economy by 2050. The Group is a founding member of the Net-Zero Banking Alliance and has set up its own Low Carbon Transition Group to support its clients through their energy transitions.
