Voice Recording Product Manager

Voice Recording Product Manager

Preferred Qualifications

Voice Recording Product Manager with deep expertise in enterprise communications infrastructure to manage the end-to-end lifecycle, costings, design and operational excellence of our voice recording platforms supporting our Wholesale Finance Global Markets business. This role centers on infrastructure design, system integrations, capacity management and cost planning, and regulatory readiness across global trading environments. You will be the key product owner responsible for ensuring robust, compliant, and scalable voice recording services across all voice channels and modalities.

Responsibilities:

Infrastructure Product Ownership

• Define the strategy and roadmap for voice recording infrastructure for our on-premises, hybrid, and cloud-based platforms.
• Own infrastructure lifecycle from design and build to maintenance and decommissioning across all environments (trading floors, Cisco, remote users, Application recording).
• Ensure architecture and system design meet non-functional requirements: availability, scalability, latency, capacity, and DR.
• Collaborate with stakeholders to prioritize features and improvements based on risk, impact, and value.
• Work with Front Office, Compliance, Surveillance, Legal, and Risk to capture voice recording requirements and ensure solution adequacy.

Systems Integration

• Collaborate with ITS & Enterprise voice, network, storage, and cloud teams to ensure seamless end-to-end integration of voice recording solutions.
• Work with Enterprise Voice and turret platforms (IPC, Cisco) to support hard and soft voice endpoints.
• Work with Application owners (WebEx, Teams, Zoom, etc.) to support capture elements for voice endpoints.
• Partner with surveillance, compliance, and archive teams to ensure recordings are captured, retained, and retrievable.

Monitoring & Resilience

• Define KPIs and implement monitoring tools to ensure the availability and integrity of recorded data.
• Define Reporting, health monitoring, alerting, and performance dashboards to ensure uptime and voice capture integrity.
• Oversee implementation of failover mechanisms, backup solutions, and disaster recovery across global sites.
• Drive root cause analysis and remediation of infrastructure incidents and capacity risks.

Compliance & Regulatory Alignment

• Ensure infrastructure adheres to retention and access requirements per MiFID II, Dodd-Frank, FCA, and other global regulations.
• Maintain audit readiness for systems storing and processing voice data, including operational evidence and access controls.

Vendor and Budget Management

• Manage relationships with vendors (e.g., Custodia, ThetaLake, NICE and compliance cloud providers) for infrastructure delivery and support.
• Tracking spend, license usage, and cost optimization opportunities for infrastructure components.

Project & Change Delivery

• Lead infrastructure designs for upgrades, expansions, and migrations including cloud transformation and virtualization initiatives.
• Coordinate with project managers, engineers, and business stakeholders to deliver infrastructure change with minimal disruption.

Employee / Team

• Work effectively as a team lead, supporting other members of the team in resolving escalated critical service issues.
• Prioritize and manage own workload to deliver quality results and meet timelines.
• Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units.
• Deliver product updates and supporting documentation.
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team.

Breadth & Depth

• Works independently in a senior/lead role on a diverse range of tasks. May be relied upon to coach/ educate others Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution. Leads the support of highly complex and/or comprehensive applications/systems and/or business lines Identifies root causes and implements targeted and controlled remediation plans. May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Reviews, participates, and implements procedures. Research industry standards, best practices and new innovations in technology and makes recommendations.

Experience & Education

• 7+ years of experience in enterprise voice, communications infrastructure, or product management in financial services.
• Strong technical knowledge of voice recording platforms (e.g., NICE, Verint), SIP/VoIP, Cisco CUCM, turrets, and unified communications applications.
• Experience managing infrastructure platform across global trading floors or regulated financial environments.
• Understanding of regulatory requirements impacting voice capture and retention.
• Experience with cloud infrastructure (e.g., Azure) and SaaS voice recording solutions.
• Familiarity with storage infrastructure (SAN/NAS), network performance optimization, and cybersecurity requirements.
• Power Bi reporting
• Teams/SharePoint/ MS tools

The VP - Technology Solutions TDS is responsible to provide expert advice and counsel in system planning, performance, integration, operations and development.

Depth & Scope:

• Manages the development, delivery and/or support of products and services for a range of clients to support them in meeting business objectives/ goals
• Supports/ Participates in developing the strategic direction of own area
• Works with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems / applications
• Manages the integration of all systems, projects and technical interfaces to ensure a high level of service and support to the client and efficient system operation
• Researches and innovates may make decisions to build / buy / reuse system components to meet client expectations and project deliverables
• Measures and monitor the level of service, analyze trends, agree on service target levels, and determine appropriate actions
• Defines development specifications, technical requirements, system performance objectives and identify system modifications required to meet performance objectives
• Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of research, analysis, design, hardware/ software support and/or development of technical solutions
• Works independently and/or autonomously as a senior/ lead on a diverse range of tasks and is relied upon to coach/ educate others
• Manages and directs activities related to analysis, design and support of technical business solutions on larger projects
• Assignments are highly complex and multi-faceted
• May monitor, manage, coach/ educate a small team of IT professionals
• Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors
• Defines, delivers and maintains systems and technical infrastructure to support clients and applications by following standards, policies and procedures in compliance with IT Disaster Recovery Plan
• Identifies, recommends, sources, negotiates and implements improvements/solutions (buy/build/reuse) to enhance customer experience and/or reduce cost in support of client needs
• May provide the level of systems and operational availability that will meet or exceed negotiated service levels, and report results as required
• Influences product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
• Contributes to the development of project plans by providing input to project charters, project deliverables, cost/benefits analysis, time line estimates, scope and control and manage projects/initiatives by directing assigned resources, communicating project status and providing timely escalation of issues
• In conjunction with department management, ensures Business Recovery Pans (BRP) are in place and adhered to in the department
• Researches/analyzes business requirements to evaluate and recommend optimal solutions within business technology architecture
• Complies with the system development life cycle (SDLC) and project management methodology (PMLC) - including development of project plans, documentation of system requirements, estimates of scope and cost, etc. Delivers effective solutions by providing consulting support, researching issues / opportunities, and overseeing the execution of recommendations
• Integrates technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery