Voice Recording Integration and Support Analyst- VP
Company: Citi
Location: Irving
Posted on: January 26, 2023
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Job Description:
Job Description:
The Voice Recording Integration and Support Analyst will build and
support voice recording systems used in Citi's Contact Centers.
These systems are primarily used for recording Customer Service and
Collections agents handling calls from Consumer Banking, Cards and
Retail customers. It is essential that the candidate has a deep
technical knowledge of voice recording systems plus an excellent
grasp of telephony infrastructure in general. They will possess
industry standard expertise on deploying and supporting voice
recording systems, preferably NICE products.
The right individual will have good analytical skills to filter,
prioritize and validate inputs from multiple sources. They will be
able to evaluate complex issues with substantial potential impact,
where development of an approach or taking of an action involves
weighing various alternatives and balancing potentially conflicting
situations. Strong communication, negotiation and diplomacy skills
are essential and required. They must be confident in their
abilities and able to, if called upon, to assume a leadership role
within the team.
Responsibilities:
About Citi:
Citi, the leading global bank, has approximately 200 million
customer accounts and does business in more than 160 countries and
jurisdictions. Citi provides consumers, corporations, governments,
and institutions with a broad range of financial products and
services, including consumer banking and credit, corporate and
investment banking, securities brokerage, transaction services, and
wealth management.
As a bank with a brain and a soul, Citi creates economic value that
is systemically responsible and in our clients' best interests. As
a financial institution that touches every region of the world and
every sector that shapes your daily life, our Enterprise Operations
& Technology teams are charged with a mission that rivals any large
tech company. Our technology solutions are the foundations of
everything we do from keeping the bank safe, managing global
resources, and providing the technical tools our workers need to be
successful to designing our digital architecture and ensuring our
platforms provide a first-class customer experience. We reimagine
client and partner experiences to deliver excellence through
secure, reliable, and efficient services.
Our commitment to diversity includes a workforce that represents
the clients we serve from all walks of life, backgrounds, and
origins. We foster an environment where the best people want to
work. We value and demand respect for others, promote individuals
based on merit, and ensure opportunities for personal development
are widely available to all. Ideal candidates are innovators with
well-rounded backgrounds who bring their authentic selves to work
and complement our culture of delivering results with pride. If you
are a problem solver who seeks passion in your work, come join us.
We'll enable growth and progress together.
About Our Team:
Citi Technology Infrastructure (CTI) provides the critical
technical foundation for Citi's operations and is responsible for
delivering reliable IT solutions, scalable infrastructure services,
and secure capabilities while creating a trusted customer
experience and enabling Citi's workforce to be the best for our
clients. Making the bank simpler, greener, and better connected
while powering it with trusted, well-secured data, and automating
policy enforcement through code are all at the heart of our
refreshed global strategy. Data Quality, Simplification,
Environmental Stability, Automation, and Service Excellence are the
key pillars and priorities on our strategic journey.
CTI Business Operations enables technology managers across the
organization to effectively manage their resources and deliver
their commitments in support of CTI's strategy, goals, and
performance metrics. This is achieved through the provision of
commercial aspects of CTI, analytics and reporting (including
expense and productivity), workforce, real estate, supplier
management, leadership and talent development, including entry
level and pipeline programs, and employee engagement and
communications.
The Employee Engagement, Product Marketing, and Change Adoption
Team manages and strengthens CTI's internal employee engagement,
culture, onboarding, as well as talent and development initiatives.
The team elevates knowledge and understanding of organizational
changes and structures within CTI, ensures awareness of technology
strategies across CTI and Citi, and drives user adoption through
change management and impactful technology marketing.
In CTI, we are focused on delivering the best for our clients, and
we know that to do this we need a talented team with diverse
experiences, backgrounds and skills.
(For a more specific job description, please refer section below -
Additional Job Description)
The Infrastructure Technology Lead Analyst is an intermediate level
role responsible for assisting with LAN / WAN and help desk
administration activities, including network maintenance, technical
guidance, and security in coordination with the Technology
Infrastructure team. The overall objective is to use infrastructure
technology knowledge and identified policies to process data,
resolve issues and execute administrative tasks.
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Job Family Group:
Technology -
Job Family:
Infrastructure
Time Type:
Full time
Primary Location:
Irving Texas United States
Primary Location Salary Range:
$116,880.00 - $175,320.00
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to
their race . click apply for full job details
Keywords: Citi, Irving , Voice Recording Integration and Support Analyst- VP, Executive , Irving, Texas
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