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Voice Recording Integration and Support Analyst- VP

Company: Citi
Location: Fort Worth
Posted on: January 27, 2023

Job Description:

Job Description:

The Voice Recording Integration and Support Analyst will build and support voice recording systems used in Citi's Contact Centers. These systems are primarily used for recording Customer Service and Collections agents handling calls from Consumer Banking, Cards and Retail customers. It is essential that the candidate has a deep technical knowledge of voice recording systems plus an excellent grasp of telephony infrastructure in general. They will possess industry standard expertise on deploying and supporting voice recording systems, preferably NICE products.

The right individual will have good analytical skills to filter, prioritize and validate inputs from multiple sources. They will be able to evaluate complex issues with substantial potential impact, where development of an approach or taking of an action involves weighing various alternatives and balancing potentially conflicting situations. Strong communication, negotiation and diplomacy skills are essential and required. They must be confident in their abilities and able to, if called upon, to assume a leadership role within the team.


  • Build voice recording systems rich in functionality, highly reliable and secure using engineering certified building blocks.
  • Provide day-to-day support of voice recording systems including Incident, Problem, Change, Capacity management
  • Operate production platforms with high service uptime, proactively manage key performance indicators
  • Provide technical leadership, address user issues and system outages in a timely manner; minimize chronic issues
  • Take timely remedial actions for Vulnerabilities & Threats and End-of-Vendor Support
  • Plan system upgrades and application replacements, deliver projects to schedule and within forecasts
  • Apply appropriate standards, processes, procedures, and tools throughout the system's life cycle
  • Participate in delegated voice recording projects globally and ensure standards and delivery of solutions are to Citi compliance and governance standards.
  • Translate business requirements and problems into sound technical solutions; have basic commercial awareness
  • Work with development teams supporting applications that interface with recording systems to resolve issues as well as implement improvements
  • Manage vendor interaction and activities, perform service reviews
  • Drive automation of repetitive tasks and complex activities to reduce manual effort and minimize human errors
  • Establish close working relationship with peers in other regions and collaborate on automation, reporting and metrics
  • Establish partnerships with teams providing/receiving upstream and downstream services like Engineering, Site Support, Level 2 support, SBC, SIP and Telephony
  • Perform development, build and operational job duties and functions as assigned Qualifications:
    • At least 5 years' experience of building or supporting, demonstrating deep knowledge of:
      • NICE Engage recording platform, AIR loggers
      • NICE Nexidia, Playback Portal, Connect API
      • Computer Telephony Integration
        • Knowledge or experience of the following is highly desirable:
          • Contact Center call routing and distribution - ACD, SBC
          • Storage Systems - IBM COS/S3 Object Store, SAN, NAS
          • Querying databases, data mining, business intelligence
          • Application development or scripting
            • Knowledge of network and web related protocols (e.g., SIP, TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols) would be an added advantage Skills:
              • Fluent English written and spoken
              • Consistently demonstrates clear and concise written and verbal communication skills
              • Strong team-player / collaborator with influencing and planning skills
              • Ability to develop working relationships, manage multiple activities and changing priorities
              • Creative thinker who is goal-oriented, well organized and is a practical problem solver who can "think outside the box".
              • Self-starter with ability to take the initiative, can work under pressure, meet deadlines and master new tasks quickly
              • Able to set goals and complete tasks with minimal direction and escalate broader issues in a timely manner.
              • Apply knowledge and experience to varied situations which may require flexibility in decision making to resolve an issue. Education:
                • Higher Diploma or University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

                  About Citi:

                  Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

                  As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

                  Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

                  About Our Team:

                  Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi's operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

                  CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.

                  The Employee Engagement, Product Marketing, and Change Adoption Team manages and strengthens CTI's internal employee engagement, culture, onboarding, as well as talent and development initiatives. The team elevates knowledge and understanding of organizational changes and structures within CTI, ensures awareness of technology strategies across CTI and Citi, and drives user adoption through change management and impactful technology marketing.

                  In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

                  (For a more specific job description, please refer section below - Additional Job Description)

                  The Infrastructure Technology Lead Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.


                  Job Family Group:

                  Technology -

                  Job Family:


                  Time Type:

                  Full time

                  Primary Location:

                  Irving Texas United States

                  Primary Location Salary Range:

                  $116,880.00 - $175,320.00

                  Citi is an equal opportunity and affirmative action employer.

                  Qualified applicants will receive consideration without regard to their race . click apply for full job details

Keywords: Citi, Fort Worth , Voice Recording Integration and Support Analyst- VP, Executive , Fort Worth, Texas

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