Infrastructure Senior Technical Analyst
Citigroup Inc
Chennai, TN, IND
2 months ago

Job Purpose :

This role is to provide Voice Integration support and services for a large portfolio of voice products, including; Cisco and Avaya PBX and peripherals, Contact Center applications and peripherals (Avaya and Cisco), voice recording (NICE), Proactive Dialer (Aspect), IPC trade floor systems, and voice carrier services (ISDN, TDM and SIP based services).

  • This role involves managing implementation of the above platforms, overseeing build, validation and closure phases for various initiatives.
  • Working hours will be covering 8am-5pm, Thursday-Monday.
  • Reporting to the Global Voice Integration NAM Manager
  • Job Background / context :

    The Global Voice Integration team is part of CTI End User Voice & Contact Center organization. The teams cover project-related activities and work closely with Voice Operations, CATE and CTI teams to deliver a professional project implementation service offering to a diverse client base across NAM and LATAM for Consumer, Corporate Centre and CTI..

    Global Voice Operations perform level 2 and 3 support for over 2300 PBX systems globally.

    Voice platforms supported :

  • Cisco and Avaya PBX (standalone and core)
  • Unity Voice Mail
  • Voicemail Cisco Unity
  • CTI (AES and CUPS)
  • Call Management System
  • Voice Recording (NICE)
  • Key Responsibilities :

  • Responsible for implementation (build) of a variety of voice platforms including Cisco and Avaya PBX and peripherals, Contact Center applications and peripherals (Avaya and Cisco), voice recording (NICE), Proactive Dialer (Aspect), IPC trade floor systems, and voice carrier services (ISDN, TDM and SIP based services)
  • Plan implementation tasks, including change management and communication
  • Manage vendor interaction and activities as it relates to new services implementation
  • Validate installed solution against CATE design record to ensure successful product deployment
  • Coordinate testing of installed solution with customer environment
  • Monitor day 1 activities and troubleshooting related to new product deployment
  • Close project records and file appropriate documentation for audit and review
  • Maintain overall ownership of specific NPMS project records
  • Direct liaison with other development and support teams locally and globally
  • Audit reporting. Providing technical expertise during audits.
  • Adherence to all Citi Security roles and responsibilities which include :
  • Acting in accordance with Citi’s information security policies
  • Protecting assets from unauthorized access, disclosure, modification, destruction or interference
  • Execution of particular security processes or activities
  • Ensuring responsibility is assigned to the individual for actions taken
  • Reporting security events or potential events or other security risks to the organization
  • COB Co-ordination, testing and documentation
  • Responsibility for Documentation, covering PCM, General TASKS, and Support for RCSA
  • Working with global teams on global standards and configuration to build Best In Class standards
  • Co-ordination of Application, and Project handover and rollout
  • Responsible to take ownership and drive multiple challenging tasks assignment across all Global Voice Operations
  • Skills

  • Knowledge of Avaya and Cisco PBX hardware up to and including Avaya CM 63 and Cisco CUCM 105 releases
  • Knowledge of voice adjuncts; including Avaya AES, Cisco CUPS, Call Management System, Unified Messaging, and AcmePacket Session Border Controllers
  • Experience with call center application and functionality including vector, VDN and DNIS routing design
  • Understanding voice and contact center operations, testing and validation
  • Trunking, including ISDN and SIP-based services
  • TCP / IP, DHCP and networking experience
  • Standard office automation products (Word, Excel, PowerPoint, etc)
  • Fluent written and spoken English
  • Knowledge / Experience :

  • Extensive experience managing enterprise-scale voice deployments on a variety of platforms and adjuncts
  • Experience of a financial services environment highly desirable but not essential
  • Experience of customer support in a time-critical environment solving time critical production issues and problems
  • Analytical and methodical approach to problem solving
  • Experience of working in a heavily controls-focused environment highly desirable
  • Apply
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