Voice Recording Engineer APAC - L1 & L2 (NICE & VERINT)

Singapore
Contract
Full-time

20 days ago

We are currently hiring a Voice Recording Engineer (APAC) for a 12-month contract, with the possibility of extension based on performance. The role will involve Level 1 and Level 2 support, primarily focusing on NICE and Verint systems.Overview:The Voice Recording Engineering team provides critical support across multiple voice systems spanning 12 countries in the Asia-Pacific region. The team is responsible for Level 1 and Level 2 troubleshooting, daily business-as-usual (BAU) activities, and the delivery of voice-related projects. A primary focus is the maintenance and support of Voice Recording Systems infrastructure, ensuring continuous operations and managing system performance. The team also leads and supports various innovation initiatives and upgrades within the voice ecosystem.This role centers around delivering projects related to Record Keeping for Enterprise and Trader Voice & Voice Recording systems, while also supporting day-to-day operational tasks such as incident handling, maintenance, change management, and user support.Key Responsibilities:

Deliver and maintain Trader Voice and Voice Recording services across the organization, with a focus on operations, control, and project execution.
Ensure maximum availability and performance of voice recording technologies through proactive monitoring, maintenance, and upgrades.
Perform daily health checks on voice infrastructure to ensure readiness and compliance.
Provide user support and system troubleshooting for:
Voice Systems: IPC Unigy, Cisco CUCM, Microsoft Teams Voice
Voice Recording Systems: NICE NTR/NTR-X, NICE Fusion, Verint Verba
Generate and analyze reports for Operations, Senior Management, and Compliance/Litigation teams.
Escalate complex issues to Level 3 support with appropriate trace log analysis and documentation.
Collaborate with regional teams to share knowledge, align best practices, and ensure consistent service delivery.
Manage changes, incidents, and problems in alignment with internal controls and compliance standards.
Track and report on SLA performance and project timelines.
Participate in system lifecycle management and documentation.

Required Experience & Knowledge:

5+ years of experience in a trading voice support or similar technical role.
Strong expertise in Voice Recording Systems:
- NICE NTR/NTR-X, NICE Fusion
- Verint Verba
Solid knowledge of:
- IPC Unigy (v5.5+)
- Cisco CUCM (v15)
- Microsoft Teams Voice
Good understanding of:
- Windows Server environments
- Private wires and hoot networks
- Network storage systems (NAS/SAN)
- Session Border Controllers (Oracle SBC)
- SQL Server and Excel for reporting and data analysis
Familiarity with regulatory compliance standards (e.g., MiFID, Dodd-Frank)
Experience working with call logging systems and monitoring tools.

Certifications (Preferred):

CCNA and/or CCNA Voice
Relevant certifications in voice, cloud, or compliance technologies are a plus.

Argyll Scott Consulting Pte LtdArgyll Scott Asia is acting as an Employment Business in relation to this vacancy.

Argyll Scott

Apply Now