Senior Voice Engineer (Records Keeping)

About BNP Paribas Group:

BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees. The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

About BNP Paribas Solutions - Philippines Branch

Established in 2024, BNP Paribas Solutions Philippines Branch is a branch of BNP Paribas Group, a leading bank in Europe with an international reach. We provide support services. back-office operations services related to or which further the accomplishment of the corporation's investment services, banking transaction processing, and equity investment.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business line/Function:

Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects. CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, globally secured environment to speed up delivery and time to market. We manage operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery comprising of Global Markets, Global Banking, Client & Employee, ALM&T, Regulatory & Control IT and BP2S.

Position Purpose

This role will provide comprehensive support to the business across multiple voice systems, spanning 12 countries in Asia Pacific. The main responsibilities include Level 1 and Level 2 troubleshooting, business-as-usual (BAU) activities, and voice-related projects. The team focuses on the day-to-day management and user support of Voice and Trader Voice Systems infrastructure, ensuring seamless operation and troubleshooting. The team also participates in projects related to voice services, driving innovation and improvement.

Responsibilities

Primary responsibility of this role will be managing few key voice systems: Cisco CUCM/UCCX, IPC Unigy, Oracle SBC and Cisco Video Infrastructure and MS Teams Softphony.

The engineers primary focus will be on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Video), In addition to project work, the candidate will collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support.

Responsible for the delivery of a range of Video, Trader Voice and Voice services into the Company. Primarily this involves operations, controls, project delivery

• Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes.
• Knowledge distribution across regions.
• Management and monitoring of Voice and Voice Recording infrastructure
• Perform daily ready for business checks.
• Voice Systems support:
• IPC Unigy
• Cisco Voice and Video
• Oracle SBC
• MS Teams Voice
• Troubleshooting any Voice & Recording related issues
• Collect metrics for third Line escalation
• Create reports for Voice Operations and Senior Management teams
• Create reports for Voice Operations and Compliance/Litigation teams
• Adhere to Internal Controls and procedures
• Ensure deadlines and SLA are met

Collaborate with members of the Voice Operations team in other Regions to ensure a continuous effort in resolving issues and knowledge sharing

Contributing Responsibilities

• Contribute to various controls performed by RK team
• Support tracking finance & procurement requests for RK Team
• Vendor coordination as product SME for services offered by RK Team

Technical & Behavioral Competencies

• At least 5 years of experience in a similar Trading Voice Support Role.
• In depth knowledge of Voice Systems (IPC UNIGY Version 5.5, Cisco CUCM v15, Cisco, UCCX v15, Oracle SBC, MS Teams Voice)
• General knowledge of Voice Systems (NICE NTR/NTR-X, NICE FUSION, VERINT VERBA)
• Good understanding of Windows/Linux servers
• Good understanding of PSTN (SIP/IDAP/ISDN), Private wires and Hoot Networks
• Professional experience, documenting, planning and managing platforms through their life cycle
• General knowledge of Compliance regulations (MiFID, DODD-Frank, etc.)
• Excellent problem-solving skills
• Excellent customer-service and interpersonal skills
• Excellent communication skills
• Ability to prioritize along with good time management skills
• Ability to collect and analyse Systems Trace Logs
• Ability to work as part of a Global team.
• Desire to learn and adapt to new technology skillsets
• Call Logging Systems
• Knowledge of SQL Server and Microsoft Excel
• CCNA and/or CCNA Voice Certifications

Experience and Specific Qualifications (if required)

• Cisco Voice & Video, IPC Unigy, Oracle SBC
• Voice recording technology (Verint Verba/NICE NTR-X)
• MS Teams Voice
• Advance knowledge of Excel & PowerPoint