Nam - Voice Recording L3 Sme

5 days ago

Mumbai, India Citi Full time

This role will be supporting North America Business and it will require to be working according to NAM hours.
- Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
- Drive Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
- Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
- Provide technical/strategic direction and act as advisor/coach to lower level analysts
- Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Contribute to technical direction and strategic decisions
- Manage multiple voice recording projects in NAM and ensure standards and delivery of solutions are to Citi standards and within time and budget.
- Facilitate the use of new technologies and tools to improve the recording system trouble resolution process.
- Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle
- Applies knowledge of computer hardware and software
- Assist in audit and compliance efforts for department, including risk review, self-assessment,
- COB/business monitoring and documentation of policies and procedures
- Provide operational support to the Infrastructure related to the Voice products within the guidelines as specified by the Info Sec procedures & Standard Build configurations

**Qualifications**:

- Bachelors/Masters (or equivalent experience) in electrical engineering, computer science, mathematics, physics, or other technology field focusing on speech technology
- 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
- Ability to communicate technical concepts to non-technical audience
- Ability to work with virtual and in-person teams, and work under pressure or to a deadline
- Experience in a Financial Services or large complex and/or global environment preferred
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills
- Creative thinker and goal-oriented, practical problem solver
- Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI)
- Knowledge of multi-factor biometric solutions
- Extensive technical knowledge of the NICE Recording system.
- Call Center Expertise using Avaya/Cisco PBX
- Required to be organized, possessing project management skills, and strong follow-up skills.
- Able to set goals and complete deliverables with mínimal direction and/or support, as well as the ability to identify and escalate broader issues.
- Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently.
- Strong and effective communication (written and oral) with all levels of the organization
- **Job Family Group**:
Technology
- **Job Family**:
Infrastructure
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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