Voice Recording Engineer

Job description

The Voice Recording Engineer role is based within HSBC's Telecommunication Services.

The role of the Voice Recording Engineer is to manage and support the HSBC Voice Recording Services provided to the Business, Internal Legal and Compliance stakeholders:
· Managing all service requests from Stakeholders
· Managing escalations, reporting and notification to IT management and stakeholders
· Managing and supporting the voice recording service
· Ensuring processes and documentation is up to date and valid.
· Ensuring all Compliance Assurance and Policy obligations are adhered to in relation to the voice recording service
Main duties and responsibilities of the Voice Recording Production Support Officer can be divided in to the following areas: Voice Recording Product and Services, Manage Recorded Users, Legal Retrievals and Voice Recording Infrastructure Services


Your responsibilities will include:

· Close collaboration and work with Voice Recording stakeholders to drive the continuous development of the service in relation to
· Policy and Standards Development (retention, hold, etc.)
· Operational Model Design support (Service Design/processes)
· Support Readiness (include Support and Maintenance Design)
· Development of Training and Guidelines for voice recording
· Pilot of new tools and solutions for voice recording team and those provided directly to stakeholders (pre-production)
· User Acceptance Testing
· Production Acceptance and Sign-off
· Define and maintain regional voice recording processes and procedures for sign off by the Voice Recording Product manager and Engineering manager
· Management of voice recording service requests
· Joiners, Movers and Leavers
· Recertification of user access to the voice recording platforms
· System access controls, replay permissions, legal hold configuration
· Manage the Implementation and removal of voice recording for Joiners, Movers and Leavers through the regional Voice teams
· Service Monitoring Key Performance Indicator's (KPI's), Reporting & Service Assurance
· Co-ordination of daily system checks and accountable for management of reporting and exceptions in relation to the daily checks
· Conformance testing and reporting to ensure that the infrastructure meets the standards required to support regulatory requirements

Desired profile

The ideal candidate for this role will have:

·  A Good understanding of IP telephony (Cisco) and Trading solutions (BT)
·  experience of voice recording services, infrastructure and processes
·  An excellent functional understanding of voice recording within a regulated environment
·  Past working experience on Nice technology
·  A vendor product certification is desirable but not essential
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
·  Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
·  Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery
·  A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
·  Used their business knowledge and understanding of customer needs to successfully manage and grow customer relationships

The base location for this role is 5 Canada Square level 10, London.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Voice Recording, Support, telephony, Engineer