AVP, Voice Engineer, Future Ready Technology, Group Technology

Business Function

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.

Responsibilities

• Responsible to support the bank voice infrastructure that include 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

Requirements

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:

o 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.

o 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

o 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

Apply now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.