16 days old

Trader Voice Support - VP

New York, NY 10007

This role is for Trader Voice Supportfor Unigy voice enterprise. This role will demonstrate a high level of understanding of voice dealer-board technology and apply a broad and comprehensive consistency. Provide operational support for a large and several small to medium systems. Deals with most difficult or complex systems and generates most effective support ideas. This role requires extensive experience with Trader Voice platforms in order to provide end-to-end support to 7000+ trading positions with over 7,150 private wires and in 70 locations across 41 countries. Typically 10 or more years of systems experience in a trading environment. A great deal of knowledge of Unigy trading systems and Private Line and Hoot services. A great deal of understanding of Session Initiated Protocols (SIP) in the voice space. Experience with issues resolution including root cause analysis mitigation plans and remediation activities.

Job Overview:

  • The Candidate needs to have a good understanding of the dynamics of a busy and demanding support environment, extensive infrastructure and support background combined with experience in managing daily requests and project tasks generated across a busy trading floor.
  • Primary liaison with Sales and Trading business areas providing guidance and solutions; identify voice technology enhancements proactively with a view to improving day-to-day productivity and operational effectiveness.
  • The role requires regular dialogue and communication with business unit mangers for all matters operational and project related that impact the trade floor infrastructure.
  • This role requires interaction with ICG Technology groups involved in technology service delivery to the customer base, ensuring the safety and soundness of the core trade floor infrastructure used by the clients including network and voice services.
  • Interface with strategic vendors such as IPC, Avaya, Cisco and NICE systems on a regular basis to keep up to date with current and upcoming hardware and software technologies.


  • 10+ years experience in performing the responsibilities of a trader voice expert support in the financial services sector.
  • In-depth knowledge of Trader Voice platforms including Unigy, Hoots, Private Wires, NICE NTR voice recording and Communications Surveillance/Analytics.
  • Excellent customer care skills. Good working knowledge of Microsoft Word, and PowerPoint, Strong working knowledge of Microsoft Excel (Pivot tables and charts),Project, Office Communicator,
  • ITIL training and certification status is an advantage.
  • Bachelors degree or equivalent work experience


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US


Time Type :


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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Posted: 2019-10-02 Expires: 2019-11-03

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Trader Voice Support - VP

New York, NY 10007

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