Contract Voice Recording Engineer

Hong Kong Island, Hong Kong
Contract
Full-time

17 days ago

Position PurposeProvide comprehensive support for voice systems across 12 APAC countries, including Level 1/2 troubleshooting, BAU activities, and projects. Manage Nice and Verba recording systems for channels like MS Teams, mobile, Cisco phones, and IPC turrets. Focus on delivering Record Keeping projects (Enterprise/Trader Voice & Recording) while collaborating on BAU, incidents, changes, and user support.Job Duties

Deliver Trader Voice and Voice Recording services, covering operations, controls, and project execution.
Manage infrastructure for maximum availability, perform daily business checks, and monitor systems.
Support and troubleshoot voice systems (IPC Unigy, Cisco Voice, MS Teams) and recording systems (Nice NTR/NTRX, Verint Verba).
Collect metrics for escalation, create reports for operations, management, and compliance teams, and ensure SLA adherence.
Collaborate globally for knowledge sharing, issue resolution, and continuous improvement.

Requirements

3-5 years in Trading Voice Support with in-depth knowledge of Nice NTR/NTR-X/Fusion and Verint Verba.
General knowledge of voice systems (IPC Unigy v5.5, Cisco CUCM v15, MS Teams), Windows servers, private wires, and hoot networks.
Understanding of compliance regulations (MiFID, Dodd-Frank); experience documenting and managing platform lifecycles.
Excellent problem-solving, communication, interpersonal, and time management skills; ability to analyze trace logs.
Knowledge of SBC (Oracle), call logging, NAS/SAN, SQL Server, Excel; CCNA/CCNA Voice certifications; team-oriented with ownership mindset.

Morgan McKinley

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