Voice Monitoring Implementation Engineer
Citi
Warszawa, MA, POL
49 d. temu

Description

This role is to provide support for application tools and testing. Person on this position will validate platform readiness and performance on a daily basis, build reporting for testing applications and work with end users to deploy application testing of IVR scripting and call verification.

This role involves managing implementation of the Cyara testing platform : Cyara Report creation and scheduling, Creation of partitions and allocation of ports within each partition, Cyara alerting and alarm profile administration, Creation of test cases and campaigns for Citi monitoring, Creation and modification of campaign schedules, Troubleshoot and identify telephony issues with Citi technical teams, Identify and report platform issues to Cyara, Capacity management.

This role is part of Global Voice Integration team. The team cover project-related activities and work closely with various teams to deliver a professional project implementation service offering to a diverse client / business globally. Key Responsibilities :

  • Manage implementation, overseeing build, validation and closure phases for various monitoring / tools development projects
  • Plan implementation tasks, including change management and communication
  • Manage vendor interaction and activities
  • Validate installed solution against design record
  • Coordinate testing of installed solution with customer environment
  • Monitor day 1 activities and troubleshoot new product deployment
  • Direct liaison with other development and support teams locally and globally
  • Provide technical expertise during audits
  • Work with global teams on global standards and configuration to build Best In Class standards
  • Key Skills :

  • Experience in managing enterprise-scale voice deployments on a variety of monitoring platforms
  • Familiarity with a heavily controls-focused environment highly desirable
  • Experience in customer support in a time-critical environment solving time critical production issues and problems
  • Networking experience highly desirable but not essential
  • Voice application experience (CUCM, ACM, NICE / Verint Voice recording) highly desirable but not essential
  • Knowledge of monitoring tools like Cyara
  • Knowledge of trunking, including ISDN and SIP-based services
  • Experience in a financial services environment is highly desirable but not essential
  • Strong communication, organization and planning skills
  • Ability to react to a dynamic environment
  • Strong problem-solving skills and analytical approach
  • Strong team-player and collaborator
  • Fluent English written and spoken
  • Development Value :

  • Exposure to various resolver teams throughout the EMEA, ASPAC, LATAM, NA regions.
  • Opportunity to increase knowledge across voice products by participating in modular training
  • 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.

    Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

    Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

    We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

    Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

    Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin.

    Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

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