Contact Center Senior Engineer

  • Company:
    Citigroup
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 month ago
  • Category:

Job Purpose: CTI Engineering’s function is to define and develop Citi’s technology strategy. The group is responsible for Firm-wide technology product development, governance and development of technology standards, IT Optimization in support of technology expense base management, approval of deployment designs, technical vendor management and internal customer communication and partnership. This role is a member of the Citi Technology Infrastructure (CTI) Network and Voice Services Voice Engineering team ‘s Contact Center Telephony Service Pillar , which is responsible for owning and maintaining Contact Center Telephony and Global Dial Plan product sets required by the Regional Engineering teams to design and implement voice solutions globally. Working in close cooperation under the same leadership with the Office Telephony, Voice Recording and Trader Telephony Service Pillars, it jointly focuses on solution architecture, strategy, certification and design c onsist ing of more than 40 experienced voice engineers. Reporting to the Contact Center Engineering team, the position is for an experienced voice engineer with strong exposure to Session Border Controllers, knowledge of Contact Center solutions plus application development and/or cloud-based technologies. Key Responsibilities: Be accountable for the products and standards required to enable Citi businesses to take advantage of Genesys Contact Center and Ribbon Session Border Controller infrastructure to maximize revenue, minimize costs and provide outstanding industry differentiating services to clients. Leverage software development skills and experience to assist the Contact Centre Engineering team in introducing automation of existing manual testing and deployment functions and/or development of new solutions. Publish and maintain strategic documentation that clearly defines the strategic direction and architectural vision for this technology domain within Citi. Own and maintain the product life cycle of the solutions selected in this domain (software/hardware versions, patch management, vulnerability threat management, End of Support). Provide leadership in defining a technology domain roadmap. Deliver technology evaluations, analyzing voice technology cost/benefit, developing proposals to reduce operational cost and enhance services. Keep ahead of the technology curve in this domain, interfacing with strategic partners and Citi’s peers in the industry. Certify the selected products for deployment in Citi in accordance with CTI Voice & Network Services security policies and standards. Engage with other technology domains including Security, Systems and other disciplines to define voice solutions and technologies that span across the organization Actively lead, encourage and influence the adoption of new networking technologies to enhance Citi’s competitive edge Develop automation tools and scripts. Provide occasional third level support and working closely with the Operations teams to resolve complex networking issues when required. Providing guidance and mentoring to help develop less experienced engineers. Fully comply with all Citi and CTI security policies and engineering standards. Knowledge and Experience: Detailed technical knowledge of VoIP technologies and standards (SIP – SIPINFO, RFC2833), detailed understanding of SIP. Detailed knowledge of Contact Center solutions (Avaya and/or Genesys) Working knowledge of Ribbon SBC technologies, including 5400 appliance/Swe, PSX/EMS Exposure to strategic and architectural roles within technology vendor or major financial institution. Software development skillset Experience in developing scripts for automating tasks (Python or other) Working knowledge of Application Programming Interface (API) testing Working knowledge of Linux or Microsoft Windows Server O perating S ystems and Relational Database Management Systems, such as Oracle Database Experience with Web technologies, such as HTML, CSS, JavaScript, JSON Knowledge of cloud technologies (AWS, Google) is a plus Understanding key information security concepts is a plus Skills: Excellent organizational, interpersonal and verbal and written communication skills. Time management and prioritization skills A bility to develop strong working relationships with partners and vendors Ability to manage multiple activities and changing priorities with an open mind and a necessary level of flexibility Ability to work under pressure and to meet tight deadlines Ability to work in a matrix reporting environment Self-starter with ability to take the initiative and master new tasks quickly Methodical, attention to detail Excellent team player Qualifications : Preferably educated to undergraduate degree level, or equivalent, in an Engineering based discipline (Electrical / Electronics or Computer Engineering), or other appropriate discipline (Finance/Business). Professional level Genesys, Avaya or Cisco (CCNP Collaboration) certification or equivalent experience at these levels ————————————————- Job Family Group: Technology ————————————————- Job Family: Systems & Engineering —————————————————— Time Type: —————————————————— 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

Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.