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Voice Recording Support Analyst
Ref No.: 18-10415
Location: New York, New York

Main responsibilities are:
- Identify efficient, streamlined processes for global/regional requirements
- Provide excellent project management
- Document process and user/technical guides
- Work with Level 1/2/3 support teams and technical/non-technical stakeholders to ensure legal/compliance voice recording systems running as per company risk and compliance guidelines. This is NOT a Voice Engineer position.
- Legal/Compliance voice recording and Nice Trading Recording(NTR) focused experience required.

- Handle all Legal & Compliance voice recording process requirements
- Track and drive key deliverables globally in compliance voice recording space
- Resolve/escalate risks, bottlenecks, problems, issues
- Voice recording systems operations support (RFB, monitoring, patching, upgrades..)
- Collect metrics and create reports for voice recording operations and litigation teams
- Excellent hands on SQL database/data skills to do troubleshooting and automate operations tasks
- Weekend/Weeknight operations support when necessary

Skills required:
- Voice Recording Systems: NICE NTR / Cybertech, VPIVoice Knowledge: Avaya, BT Turrets, Cisco Advanced MS SQL, SQLYog, Excel skills
- Enterprise / shared services experience
- Ability to prioritize along with good time management skills
- Excellent communication skills
- Ability to work as part of a global team
- Desire to learn and adapt to new technology skill sets
- Excellent problem solving skills.Sense of ownership/accountability
- Honest, hardworking and reliable
- Flexible and adaptable to meet the team's needs
- Experience working in a financial company, or within the industry