Voice/Video & Trader Voice Engineer

Position Overview

This role is part of a team supporting voice systems across 12 Asia Pacific countries. The main focus is on Level 1 and Level 2 troubleshooting, routine operations, and voice-related projects, particularly managing voice recording infrastructure for seamless function and support. Key systems managed include Nice and Verba, handling multiple channels such as MS Teams, Mobile providers, Cisco phones, and IPC Turrets.

Key Responsibilities

• Deliver various Trader Voice and Voice Recording services encompassing operations, controls, and project implementation.
• Maintain and optimize technology availability and technical standards for support and upkeep.
• Share expertise across regional teams.
• Manage and monitor the Voice and Voice Recording infrastructure regularly.
• Conduct daily readiness checks to ensure business continuity.
• Provide support for voice systems including IPC Unigy, Cisco Voice, and MS Teams Voice.
• Support voice recording platforms such as Nice NTR/NTRX and Verint Verba.
• Troubleshoot any issues related to voice and recording systems.
• Gather metrics to facilitate escalation to third-line support.
• Generate operational reports for management and compliance teams.
• Comply with internal controls, procedures, deadlines, and service-level agreements.
• Collaborate with regional Voice Recording Operations teams for issue resolution and knowledge exchange.

Required Skills and Experience

• Minimum 5 years of experience in a trading voice support role.
• Deep expertise in voice recording systems including NICE NTR/NTR-X, NICE FUSION, and VERINT VERBA.
• Solid understanding of voice systems such as IPC UNIGY Version 5.5, Cisco CUCM v15, and MS Teams Voice.
• Familiarity with Windows server environments.
• General knowledge of private wire networks and Hoot networks.
• Proven experience in platform documentation, planning, and lifecycle management.
• Awareness of compliance regulations like MiFID and Dodd-Frank.
• Strong analytical and problem-solving abilities.
• Exceptional interpersonal, communication, and customer service skills.
• Effective prioritization and time management capabilities.
• Skill in collecting and analyzing system trace logs.
• Ability to function effectively within a global team setting.
• Willingness to learn and adapt to emerging technologies.
• Familiarity with SBC (Oracle), call logging systems, NAS/SAN storage solutions, SQL Server, and Microsoft Excel.
• Relevant certifications such as CCNA and/or CCNA Voice are advantageous.

Behavioral Attributes

• Proactive problem-solving orientation.
• Strong team collaboration skills.
• A keen sense of ownership and responsibility.

About the Employer

BNP Paribas is a leading European bank with a longstanding presence in the region, offering diverse financial services including corporate and institutional banking, wealth management, asset management, and insurance. The organization values diversity and inclusion, fostering multiple employee networks for LGBTQIA+, women representation, employees with disabilities, and multicultural backgrounds. BNP Paribas is committed to environmental sustainability with initiatives geared towards achieving a carbon-neutral economy by 2050 and supporting clients in their energy transitions. The company has been recognized as a Top Employer Europe for ten consecutive years.