3 days old

ROHQ - CTI - Infrastructure Intermediate Technical Analyst (Officer/C11) Voice MACD Team

City Of Taguig
Infrastructure Technical Analyst

This role is part of the Contact Center Voice Recording team and will provide support globally. This role requires knowledge of Voice Recording systems like NICE Engage, NTR, Verint as well as Voice Analytica platforms like Voice Biometrics & Nexidia. Additionally, experience with PBXs such as Avaya Communication Manager or Cisco Call Manager would be desirable.

This role involves adding users to and removing users from (MAC work) Voice Recording systems globally within Citi, and confirming that recordings are taking place. The role will also provide Level 1 support to voice recorded users. Perform basic checks of known issues upon receiving trouble tickets from users. Escalate to Level 2 team for unknown, complex or infrastructure related issues.

This role will assist in managing the voice recording request fulfillment team and will be expected to work with team members from PBX support groups to resolve any difficulties with VR MAC work and trouble tickets.

This role will also work on assignment and statistics for the team.

More specifically, the responsibilities include the following:

Experience in leading work and provide relevant reports and statistics for the team.

Work according the service level objective to ensure VR MAC requests are completed and VR Incident tickets are resolved in a timely fashion and properly documented

Escalate difficult to resolve issues to L2/L3 teams and keep the customer updated of the progress

Ensure high-levels of customer service and satisfaction

Determining trends and assisting management in devising proactive steps to address negative trends

Help to achieve and maintain productivity and quality objectives with individual contributions

Participate in continuous process improvement initiatives

Actively participate in self-improvement and training curricula to fulfill competency requirements

Participate in testing new tools; developing operational requirements and documenting testing

Ensure that Corporate CITMP and Security policies related to voice recording MAC work are followed


Technical background with basic understanding on Voice Recording systems with at least 5 years related experience

Experience in customer support

Experience in a financial services environment is desirable but not mandatory

Analytical and methodical approach to problem solving

Ability to work independently

Experience in working in a controls-focused environment highly desirable

Ability to organize, prioritize, and schedule work assignments

Good knowledge of Office products (Word, Excel, PowerPoint, etc.)

Fluent written and spoken English


**Job Family Group:**



**Job Family:**



**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.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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ROHQ - CTI - Infrastructure Intermediate Technical Analyst (Officer/C11) Voice MACD Team

City Of Taguig

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