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Voice Engineer (telecommunication area)

职位编码 21280017 主要位置 华沙, 波蘭; 职位分类 Technology
马上申请

In this role, you will be primary interface for internal/external Citigroup businesses and customers as well as other technical support teams to provide Contact Center related technical and procedural assistance. You will be responsible for technical support on the Global ICM and Genesys platforms which includes timely processing of all maintenance activities and ensuring that all related tasks are handled in a controlled and compliant manner against internal policies and procedures.

By joining us, you will become part of the Global Voice Operations Cisco ICM (UCCE)/Genesys Support team. The team covers operational activities and works closely with other partners to ensure the highest possible service availability and optimal total cost of ownership for managed systems. The team also provides SME expertise and supports various project related activities.



Responsibilities:

  • Acting as Level 3 expert with complex issues and project tasks

  • Leading the design and execution of system enhancements projects for the Contact Center platforms

  • Providing technical guidance to colleagues and document new, as well as update existing, policies and/or procedures

  • Facilitating the use of new technologies and tools to improve the Contact Center Platforms trouble resolution process

  • Ensuring vendor hardware and software applications meet Citigroup standards

  • Appling the appropriate standards, processes, procedures, and tools throughout the development life cycle

  • Working with development team supporting applications and systems which interface with the Contact Center systems to resolve issues as well as implement improvements

  • Participating & driving certifications on Voice technology add on products for multiple applications/solutions

  • Assisting in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring

  • Participating in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users

  • Providing operational support to the Infrastructure related to the Voice products

  • Participating in the On-Call Rota and be ready to support the solution in non-standard hours.


Requirements:

  • At least 1 year of experience in technology infrastructure role

  • Bachelor’s/University degree in technical area

  • Min. B2 level of English (written and spoken)

  • Effective written and verbal communication skills

  • Effective analytic/diagnostic skills

  • Ability to communicate technical concepts to non-technical audience

  • Ability to work flexible hours

  • Ability to perform troubleshooting and problem solving

  • Ability to manage multiple tasks and priorities

  • Ability to manage aggressive deadlines

  • General knowledge of Windows Server, Linux (RHEL)

  • Good understanding of IP network (Switching and Routing)

  • Experience in supporting Voice infrastructure (Cisco ICM/UCCE) would be considered a plus

  • Experience in installation, configuration and troubleshooting on the Contact Center systems (Avaya/Genesys/Cisco/Aspect at least one of them) would be considered a plus

  • Good understanding of VoIP architecture and protocols including SIP and H323 a plus

In return we offer:

  • A challenging and exciting job with live experience and interaction with renowned, global financial institutions

  • Full-time contract alongside attractive conditions of employment

  • An opportunity to grow and develop within the Firm

  • Exposure to a wide range of internal stakeholders as well as to senior management

  • A friendly and diversified working environment – we’re a part of multiple, global and local initiatives, such as: Citi Diversity, Citi Women, Citi Parents and Fusion Kitchen

  • Preferential offer for Citi Handlowy banking products

  • A few other benefits (Medicover, Multisport, private pension plan)

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

马上申请
  • 加入我们由 200,000 多名实力强劲的多元化员工组成的团队

  • 我们的员工深具社会意识,为 90 个国家/地区的社区提供志愿服务

  • 遍及逾 98 个市场的实体业务提供了有意义的职业机会

我们营造一种包容所有人并鼓励不同观点的文化,在这里您可以产生影响,并大展宏图。在花旗,我们重视展现高专业水平、有强烈的诚信意识、为人慷慨、求知欲强且严谨的同事。我们深知拥有事业的重要性,并承诺,只要您符合以上条件,我们愿意做出让步。

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