IVR VUI Designer

Embark on a transformative journey as a Barclays Voice designer and IVR Cloud Developer. As a Barclays Voice designer/ cloud developer, you will be primarily working on Barclaycard US Interactive Voice Recognition System. At Barclays we are obsessed with improving our customer experience and satisfaction. In this role, you will have an exciting opportunity to contribute to the development of a new transformational IVR that we are building on the AWS platform. Our aim with the new system is to Improve call success rates and containment by optimizing routing, reducing friction, and refining customer journeys. You are looking at a day filled with new challenges and opportunity to innovate and build something new.

To be successful as a Voice designer and IVR Cloud Developer, you should:

• Have experience in voice/VUI Design
• Have a working understanding of speech and language technologies and voice and DTMF grammar and Tuning
• Have knowledge in modelling state-driven architecture
• Have experience with AVAYA, Nuance systems, and their integration
• Have experience with cloud technologies like Amazon Connect/Polly/Amazon Lex experience is a plus

Other highly valued skills include:

• Bachelor’s Degree or equivalent professional experience
• Experience working in Scaled Agile development (Scrum /Lean / Kanban)
• Excellent communication and team skills
• Automation / DevOps exposure
• Working experience of Visual Basic

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is located in Whippany, New Jersey.

Purpose of the role

To monitor the performance of operational controls, implement and manage security controls and consider lessons learnt in order to protect the bank from potential cyber-attacks and respond to threats. 

Accountabilities

• Management of security monitoring systems, including intrusive prevention and detection systems, to alert, detect and block potential cyber security incidents, and provide a prompt response to restore normal operations with minimised system damage.
• Identification of emerging cyber security threats, attack techniques and technologies to detect/prevent incidents, and collaborate with networks and conferences to gain industry knowledge and expertise.
• Management and analysis of security information and event management systems to collect, correlate and analyse security logs, events and alerts/potential threats.
• Triage of data loss prevention alerts to identify and prevent sensitive data for being exfiltrated from the banks network.
• Management of cyber security incidents including remediation & driving to closure.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.