Systems Integration Senior Specialist

Job Description

The Architecture Senior Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Analyzes system / application architecture; ensures that architecture conforms to enterprise blueprints. 
  Troubleshooting problems and managing escalations. Provide solution for issues in timely manner. 
• Technical leadership for incidents, diagnosis and determining the most effective way of resolving problems.
• Manage vendor interaction and activities, perform service reviews 
• Translates complex business problems into sound technical solutions and has basic commercial awareness.
• Exhibits a sound understanding of concepts and principles in architecture and basic knowledge of these elements in other areas.
• Drive continual improvement initiatives, which include automate processes to increase group’s efficiency and system maintenance activities 
• Validate builds for cost savings and drive optimization projects to meet financial objectives
• Direct liaison with other development and support teams locally and globally
• Participate in delegated voice recording projects globally and ensure standards and delivery of solutions are to Citi standards.
• Designs, develops, documents, tests, and debugs software that contains logical and mathematical solutions to business/mission
• Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle
• Corrects program errors, prepares operating instructions, compiles documentation of program development, and analyzes system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls
• Work with development team supporting applications and systems which interface with the NICE Voice Recording and Analytic systems to resolve issues as well as implement improvements.
• Performs certifications on recording technology add-on products for multiple applications/solution
• Performs other job duties and functions as assigned

Qualifications:

• Consistently demonstrates clear and concise written and verbal communication and prioritization skills
• Strong team-player/ collaborator with effective communication (written and oral) and planning skills
• Ability to develop working relationships, manage multiple activities and changing priorities
• Creative thinker who is goal-oriented, well organized and is a practical problem solver who can "think outside the box". 
• Self-starter with ability to take the initiative, can work under pressure, meet deadlines and master new tasks quickly
• Extensive technical knowledge of the NICE Recording system and NICE Nexidia Analytics experience with architecture, Phonetic Engines, Quality Central, and application support.
• Solid understanding of signal processing, pattern recognition, and statistics
• Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI)
• Ideal candidates will have embedded software or app development experience
• Knowledge of multi-factor biometric and cloud based solutions (AWS certifications preferable)
• Call Center Expertise - ACD, Avaya PBX, Ribbon SBC, ASAI, GeoTel, SBC, Network IVR, and Voice and Data Networks
• Possesses good project management skills with strong audit and follow-up skills.
• Able to set goals and complete tasks with minimal direction, as well as the ability to identify and escalate broader issues in a timely manner.
• Apply knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue.
• At least 5 years’ experience in infrastructure, network or application-level vulnerability testing and auditing.
• Knowledge of network and web related protocols (e.g., TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
• Scripting/programming skills as additional advantage (simple scripting/automating the workflows)
• Fluent English written and spoken 

Education:

• Bachelor’s/University degree or equivalent experience