Voice Operations Contact Center Support Expert - to be the primary interface for internal customers and other technical groups for voice related technical, informational and procedural assistance in all cases when their subject matter expertise is required.
Responsibility for the quality and timely processing of all maintenance activities on all supported voice platforms Globally.
Ensure that all related tasks are handled in a controlled and compliant manner against all internal policies and procedures, and external rules and regulations.
This Information Technology position is responsible for providing tier three technical trouble resolution for the Voice / Contact Center platforms utilized by multiple Citi entities, providing technical support for enhancement projects related to the Voice systems, system monitoring, and project management.
Primary focus will be on the Contact Center infrastructure and its proper operation, configuration and support. Candidate will be required to work with all levels across various disciplines on project execution and problem solving.
It is a critical requirement to work in cross-functional teams within Information Technology and the business; interfacing with the Operations System Support staff, Technology Assistance Center, Service Engineering -
Recording Solutions team, System Engineers, and with the vendors.The functional duties of this position include trouble-
shooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported voice product across the Globe.
The EUV&CC Level 3 Team will consist of Technical Engineers with deep knowledge (level 3) that can support all Voice products equally.
Individual will be required to :
Acting as Level 3 expert with most complex issues and project tasks
Lead the design and execution of system enhancements projects for the Contact Center platforms, ensuring the changes meet business and technical requirements while maintaining a reliable Voice system
Provide technical guidance to colleagues and document new, as well as update existing, policies and / or procedures
Facilitate the use of new technologies and tools to improve the Contact Center Platforms trouble resolution process
Ensure vendor hardware and software applications meet Citigroup standards
Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle
Applies knowledge of computer hardware and software to be programmed in business / mission application
Work with development team supporting applications and systems which interface with the Contact Center systems to resolve issues as well as implement improvements
Participate & drive certifications on Voice technology add on products for multiple applications / solutions
Assist in audit and compliance efforts for department, including risk review, self-assessment, COB / business monitoring and documentation of policies and procedures, participation in occasional auditing projects or provides information and access to accounting records as required
Participate in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users
Provide operational support to the Infrastructure related to the Voice products within the guidelines as specified by the Info Sec procedures & Standard Build configurations
Extensive technical knowledge of the Avaya solutions
Strong technical support skills with a minimum of 5+ years’ experience supporting, troubleshooting, and configuring Contact Center systems
Experience in supporting Avaya Telephony Systems (Communication manager, AES, CMS, IVR)
Experience in supporting Voice infrastructure
Good understanding of VoIP architecture and protocols including SIP and H323
Good understanding of SIP trunking and traffic erlang calculation
Good understanding of IP network (Switching and Routing)
Knowledge of IP addressing and Access Control Lists
Excellent communication skills verbal and written
Strong problem solving and analytical skills
Knowledge / experience of the following are a plus :
Experience in supporting Session Border Controller preferred ACME Packet, Oracle, Covergence
Windows Server, Linux (RHEL) and Solaris OS systems
Contact center solutions including IVR, Aspect Dialers
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)