Senior Voice Subject Matter Expert
Citi
Poland, MA, Warszawa
22 d. temu

Description

SME in the Contact Center Telephony area having thorough understanding knowledge of Contact Center Telephony, Interactive Voice Response (IVR) system, Computer-

Telephony Application Integration (CTI) and Call Routing. Responsible for technical support, complex issue resolution and working with vendors and internal engineering and solutions teams to deliver an excellent service to our businesses and customers.

The person will work in Global Voice Operations Contact Center Support team. This team is responsible for operational and support activities to ensure the highest possible service availability and optimal total cost of ownership for managed systems.

The team also provides SME expertise and supports various project related activities. Key Responsibilities :

  • Level 3 Subject Matter Expertise for complex production issues
  • Technical leader for incidents, diagnosis and determining the most effective way of resolving problems
  • Providing SME technical guidance to colleagues and Level 1 and Level 2 support teams
  • Facilitating use of new technologies and tools to improve issue resolution process
  • Ensuring vendor hardware and software meet and are deployed to Citigroup standards
  • Participating in & driving engineering certifications for new technology products
  • Participating in developing design solutions and execution of system upgrade projects
  • Interacting with product and maintenance vendors and performing vendor service reviews
  • Reviewing and auditing of project documentation from project delivery teams
  • Appling the appropriate standards, processes, procedures, and tools throughout the product life cycle
  • Documenting new, as well as update existing, policies and / or procedures
  • Assisting in audit and compliance efforts, including risk reviews, vulnerabilities and corrective actions plans
  • Automating repeatable tasks and improving system monitoring facilities
  • Participating in on-call rota for off-hours support coverage for production systems
  • Qualifications :

  • Strong technical skills with 5+ years’ experience supporting Contact Center telephony systems for a large organization
  • Experience in installation, configuration and troubleshooting Call Routing systems (Avaya CM, Cisco ICM / UCCE, Genesys) and Interactive Voice Response systems (Avaya AAEP, Cisco Voice Portal)
  • Detailed understanding of Computer-Telephony Integration and system interoperability
  • Experience with Windows Server, Linux (RHEL) and Solaris OS
  • Good understanding of VoIP architecture and protocols including SIP and H323
  • Familiarity with a heavily controls-focused environment highly desirable
  • Excellent communication skills in English verbal and written
  • Strong problem solving and analytical skills
  • Able to manage multiple tasks, priorities and aggressive deadlines
  • Able to work flexible hours
  • Knowledge / experience of the following are a plus :

  • Experience in Session Border Controllers preferably Oracle and Ribbon
  • Experience with NICE Voice Recording systems
  • Good understanding of IP networks (routing and switching)
  • Offer :

  • Exposure to various resolver teams throughout the EMEA, ASPAC, LATAM, NA regions
  • Opportunity to increase knowledge across voice products by participating in modular training
  • Working in a challenging area of the financial industry with one of the world's leading companies
  • Competitive compensation package and excellent benefits (Multisport card, private medical care, health insurance, pension plan)
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