Main Function

The role encompasses, support and delivery of the replacement solution of the current Voice Trading platform provided to the Business, Internal Legal and Compliance stakeholders. Voice Trading platform consists of voice trading solution (BT) and Voice recording services (Verint) and associated backend infrastructure and software that is used across 14 countries in the APAC region.

• Managing all project requests for the APAC wide rollout.
• Managing escalations, reporting and notification to IT management and stakeholders
• Managing and supporting the voice trading service during the build and delivery phase
• Ensuring processes and project documentation is up to date and valid for handover to BAU teams
• Ensuring all Compliance Assurance and Policy obligations are adhered to in relation to the voice trading service.

Main duties and responsibilities for the Project Voice Engineer can be divided into the following areas: Voice Trading Product and Services, Voice Recording Product and Services, and Voice Trading Infrastructure Services

Voice Trading Product and Services

• Close collaboration and working with the Voice Trading team and vendors in relation to

ü  Upgrading the current BT ITS system in HK to the BT Next Gen platform (BTT)

ü  Migrating the HK voice recording platform from NICE NIM 4.1 to Verint 15.2 WFO, including all historical data.

ü  Stakeholder desk end training in relation to BTT dealerboard deployment.

ü  Stakeholder desk end training in relation to tools and systems provided directly to them for voice replay

• Project Documentation and stakeholder management

ü  Attending Stakeholder meetings for requirements gathering

ü  User Acceptance Testing

ü  Production Acceptance and Sign-off

• Vendor Management

ü  Overseeing of vendor project teams to ensure on time delivery

ü  Management of risk management planning

Management of Delivery for Voice Trading Users

• Maintaining regional voice trading project processes and procedures as defined by  APAC Delivery Lead and the APAC HEAD of TRADE FLOOR, MEDIA RECORDING & Compliance Technologies
• Ensure that is compliant to all regulatory, risk and audit requirements.
• Work with all compliance areas to ensure management and adoptions of policies impacting voice trading.

ü  Policy management and associated configuration and standards changes

ü  Policy management and Compliance assurance reporting and governance

• Maintaining regional voice trading processes and relationship with Stakeholders

ü  Management and development of workflows and retrieval forms during delivery phase

ü  Ongoing development of retrieval processes during delivery phase

Voice Trading Infrastructure Services Delivery Support

• Support the delivery of Voice trading services for

ü  System access controls, replay permissions, legal hold configuration for recording services

ü  Manage the Implementation and removal of voice trading services for Joiners, Movers and Leavers through the regional Voice teams

ü  Co-ordination of daily system checks and accountable for management of reporting and exceptions in relation to the daily checks prior to handover to BAU teams

ü  Conformance testing and reporting to ensure that the infrastructure meets the standards required to support regulatory requirements prior to handover to BAU teams

ü  Work with BAU Voice teams and regional IT contacts to ensure the voice trading infrastructure is delivered appropriately prior to handover to BAU teams

ü  Ensure all aspects of the voice trading service adhere to Standards

ü  Voice recording and storage capacity planning management

ü  Change Management; the co-ordination of all changes that impact the voice trading service during delivery phase

ü  Planning and implementation of changes relating to the voice trading service.

ü  Inventory reporting and confirmation that all production systems are integrated with the Voice Inventory management systems prior to handover to BAU teams

ü  Incident investigation, co-ordination with other ITID departments and vendors for resolution and root cause analysis prior to handover to BAU teams

• Design and Incident reviews with vendors.
• Attend, participate, and recommend at vendor technology presentations.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Operational Risk Framework and internal Policies and Standards. A comprehensive understanding of risk management and proven experience if ensuring own/others; compliance with relevant regulatory processes.

Person Requirements

• Excellent English language skills, Mandarin a plus.
• Excellent functional understanding of voice trading services within a regulated environment.
• Understanding of project management and delivery best practices.
• Core understanding of how to define, document and embed processes.
• Produce high-quality deliverables in a fast-paced environment where short and competing deadlines are inherent in the organization.
• Organize and facilitate proposal kick-off calls, meetings, and review sessions.
• Experience within a customer and stakeholder focused service environment with vertical engagement.
• Analytical, process-oriented worker with very strong attention to detail.
• Team player with a proven ability to deliver timely and high-quality work.
• Strong understanding and experience of Project and Change Management Processes.
• Excellent verbal and written communication skills to enable building of effective relationships across teams within company, key stakeholders and vendors and maintainers.
• Results driven, self-motivated and positive attitude.
• Enjoys working in a fast paced ever changing environment.
• Take full ownership and responsibility of tasks.
• Good organisation and planning skills and able to prioritise effectively and multi-task.
• Ability to work in a cross-functional team environment.
• Excellent face to face communication ranging from peers to senior management level.

Skills and Knowledge

Essential

• Analytical, process-oriented worker with very strong attention to detail.
• Excellent functional understanding of voice trading services within a regulated environment.
• Vendor product certification.
• Proven experience of voice recording services (Verint 15.2 & NICE 4.1), infrastructure and processes.
• Proven experience of voice trading solutions (BT ITS & BTT), services, infrastructure, and processes.
• Good understanding but not pre-requisite of IP telephony (Cisco)
• Experienced and proficient with full Microsoft Office suite, including MS Teams
• Experience with SQL and VBA an advantage
• Good organisation and planning skills
• Ability to prioritise effectively and multi-task
• Experience within a customer and stakeholder focused service environment

Preferred

• Degree in Technology

Nityo Infotech is global management consulting, technology services and outsourcing company headquartered in Pittsburgh PA, USA with a strong presence in Americas, APAC, India, EMEA, Canada, Australia, Japan and South Africa. Consulting workforce of 14000+ highly trained domain experts, project managers and leading-edge technology specialists. Also, Excellent delivery track record of servicing fortune 500 companies.

Our Mission is to redefine Customer Business Equity with 3T (Transformation, Technology and Talent). Our vision is to empower our customers to focus on Core Business Competence through innovative and competitive IT and Business Process Outsourcing.