Title: Voice Recording Product Manager (Unified Communications)
Location: New York, NY
Client Industry: Financial Services — Global Markets (Wholesale Banking)
Compensation: $80 - $90/hr. (Contract-to-hire)
We have partnered with our client in their search for a UC 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.
In this role, you will own the end-to-end product lifecycle of global voice-recording platforms that support a wholesale/global markets business—spanning strategy, design, integrations, capacity, cost, resilience, and regulatory readiness. Partner with Front Office, Compliance/Surveillance, Legal, and Risk to ensure compliant, scalable capture across trading floors and UC applications (e.g., Cisco/IPC turrets, Teams, Zoom, Webex), while leading vendors, budgets, upgrades, and cloud transformations.
Responsibilities
- Own the voice-recording infrastructure product—define strategy and roadmap across on-prem, hybrid, and cloud platforms; manage full lifecycle from design/build through maintenance and decommissioning.
- Meet non-functional requirements (availability, scalability, latency, capacity, DR) through sound architecture and capacity planning.
- Integrate end-to-end with enterprise voice, network, storage, and cloud teams; support hard/soft endpoints across Cisco/IPC turrets and UC apps (Teams, Zoom, Webex).
- Ensure compliant capture, retention, and retrieval by partnering with Surveillance, Compliance, Legal, Risk, and Archive teams; maintain audit readiness and access controls aligned to MiFID II, Dodd-Frank, FCA.
- Establish visibility and resilience—define KPIs; implement monitoring, alerting, and dashboards; drive root-cause analysis; implement failover, backup, and disaster recovery across global sites.
- Lead change delivery—architect upgrades, expansions, migrations, and virtualization/cloud transformations with minimal business disruption.
- Manage vendors and budgets—govern partners (e.g., Custodia, ThetaLake, NICE/compliance cloud), track license usage and spend, and drive cost optimization.
- Provide senior technical leadership—operate independently on complex issues; coach/guide teammates; document product updates; foster a high-quality, collaborative environment and continuous improvement.
Skills Required
- Voice recording & UC stack: NICE/Verint, SIP/VoIP, Cisco CUCM, IPC/Cisco turrets, Teams/Zoom/Webex; strong grasp of capture, retention, and retrieval workflows.
- Infra & cloud: integration across voice/network/storage; capacity and performance management; DR/backup; exposure to Azure or SaaS-based recording is a strong plus.
- Monitoring & reporting: define KPIs; implement health monitoring/alerting/dashboards; leverage tools/reporting (e.g., Power BI) to assure capture integrity and uptime.
- Regulatory & audit readiness: working knowledge of MiFID II, Dodd-Frank, FCA; evidence collection, access controls, and retention policies.
- Stakeholder & vendor leadership: engage Front Office, Compliance/Surveillance, Legal, and Risk; coordinate with PMs/engineers; manage third-party vendors and licensing/costs.
Education & Work Experience
- A Bachelor’s in Computer Science, Engineering, Telecommunications, or equivalent practical experience is recommended.
- 7+ years in enterprise voice/communications infrastructure or product management in financial services; experience operating platforms across global trading floors or other regulated environments.
- 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.
- Preferred exposure to Azure/SaaS recording, SAN/NAS, network performance optimization, cybersecurity, Power BI reporting, and Microsoft 365 (Teams/SharePoint).
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