Tech Manager- Voice Recording Engineer - Bank of America (Auburn)
Bank of America
: Financial Services - Banking/Investment/Finance
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Manages design, configuration, and implementation for a large or several small to medium systems. Deals with most difficult or complex systems and generates new design ideas. Interfaces with business areas to ensure all initiatives support business strategies and goals. Primary liason with vendors, consultants and Sr Tech Mgrs. Responsible for staffing, performance management and compensation decision making. Ensures proper training and staffing on an on-going and project basis. Typically 5 or more years of systems experience.
LOB Job Description:
This role requires experience designing and engineering Voice Recording solutions supporting Regulated Voice users. Candidate will be required to produce detailed, low level technical designs for implementation by support teams while ensuring all solutions seamlessly integrate with other voice technologies (i.e. Trader Voice, enterprise voice, mobile, Session Management, Contact Center, and Middleware). Collaborate with internal and external subject matter experts, including line of business, business technology teams, operational support teams, various technology organizations, and vendors to develop and support design of Voice Recording solutions. Responsible for adhering to, owning, updating, and creating necessary security standards. Ownership of controls to ensure platform operates efficiently and flawlessly.
The Chief Technology Organization: Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world. Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully. Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals. Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience. Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs. Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.
Responsibilities Design and implement voice recording infrastructure and systems such as retention, playback, and retrieval Design and implement automated QA/QC processes for ensuring compliance with regulatory requirements for call recording and retention Design and implement mobile voice recording solution to meeting regulatory requirements Review and analyze requirements produced by peers; evaluate the impact on voice recording environment Adhere to Bank of America's design standards and review peer designs Develop design requirements and specifications for vendor response and pricing Review bug scrubs and track fixes and enhancements required by vendor Define detailed technical requirements and scope of work for vendor or bank team implementation Represent designs at the Bank of America approval process tollgate, Permit to Build Develop all technical documentation Drive and support implementation teams and or operational teams as needed Provide Level 3 design engineering support to operations as required Participate in assessments as part of planning and capacity management processes Understand and adhere to Global Information Security standards as required Support IT Service Management processes and align designs according to ITIL model Perform technical quality assurance checks of vendor performance on incidents and implementations Proof of concept lab testing , product certification, and verification Assess impact of issues and/or regulatory requirements on product and production environment Drive automation initiatives based on goal of delivering service excellence and meeting bank standards for compliance in the regulated Voice Recording space Partner with telephony teams to understand product roadmaps and prepare requisite voice recording design
Required Skills: 7+ Years of experience in technology role in Voice Recording domain Experience working in the financial or banking industry, preferred Demonstrated ability to work with regulated Lines of Business, Compliance and Legal SME in NICE Voice Recorder platform Expertise with Trading Floor and Voice technologies provided by vendors such as IPC, BT, Cisco, Avaya, Twisted Pair Experience with Data Network and WORM Storage Experience with Carrier Network Services such as PSTN/TDM/QSIG/SIP Knowledge of MySQL, SQL, Scripting, JTAPI, XML, LDAP, Syslog, Active Directory Must be able to interact in a professional manner with End Users; must possess excellent time management and organizational skills Excellent written and verbal communication skills Strong inter-personal skills; able to work both independently and in a team environment
Excellent written and verbal communication skills
Bachelor's degree in technology discipline, equivalent technical certifications, or experience