We are seeking a highly motivated and detail-oriented Voice Recording Engineer to be based in Singapore. This role is responsible for delivering a range of Trader Voice and Voice Recording services within the APAC region, comprising operational support, system monitoring, compliance reporting, and project delivery. You will be tasked with ensuring high system availability and performance while working closely with regional peers to ensure seamless support and knowledge distribution across geographies.
The successful candidate will manage and monitor Voice and Voice Recording infrastructure, ensuring that technologies are supported at appropriate technical levels. You will conduct daily "Ready for Business" checks, perform troubleshooting, and handle third-line escalation metrics. A strong understanding of vendor systems including IPC Unigy, Cisco Voice, and MS Teams Voice, as well as recording systems such as Nice NTR/NTRX and Verint Verba is essential.
Key Responsibilities:
- Monitor and maintain Voice and Voice Recording systems ensuring maximum availability and performance.
- Perform daily operational checks and respond to incidents in a timely manner.
- Provide ongoing support for IPC Unigy, Cisco Voice, MS Teams Voice, Nice NTR/NTRX and Verint Verba platforms.
- Collaborate with global Voice Recording Operations teams to share knowledge and resolve issues efficiently.
- Generate reports for internal operations, compliance, litigation, and senior management use.
- Ensure adherence to internal controls, regulatory requirements, and security standards.
- Maintain documentation of processes, configurations, and procedures for auditing and operational purposes.
- Participate in the delivery and support of regional and global voice-related projects.
Requirements:
- Proven experience in supporting Voice and Voice Recording technologies in a financial or trading environment.
- Familiarity with IPC Unigy, Cisco Voice, MS Teams Voice, Nice NTR/NTRX and Verint Verba is highly desirable.
- Strong troubleshooting skills for both infrastructure and application-level issues.
- Knowledge of compliance and litigation requirements related to voice recording within financial services.
- Good understanding of ITIL process frameworks including incident, problem, and change management.
- Excellent communication skills to interact effectively with technical and non-technical stakeholders.
- Ability to work independently and collaboratively with remote teams across different time zones.
- Flexible and adaptable with the ability to manage changing priorities effectively.
