Regulated Voice Recording (RVR) Support Lead

We are seeking a Regulated Voice Recording (RVR) Support Lead to oversee day-to-day operational support activities for a regulated communications recording environment. This individual will act as the primary escalation point for a team of support analysts, ensuring operational processes are followed, service requests are resolved efficiently, and recording compliance requirements are maintained., Operational Support

• Monitor voice recording environments and operational dashboards to ensure recording integrity.
• Investigate and resolve complex issues escalated from Tier 1 analysts.
• Review recording gaps, service disruptions, and compliance-related operational concerns.
• Coordinate incident response activities and ensure timely resolution of support requests.
• Support user provisioning, onboarding, offboarding, and access management activities.
• Assist with validation of voice recording functionality and operational health checks.

Team Leadership

• Act as the primary escalation point for Tier 1 support analysts.

• Provide guidance, training, and mentorship to junior team members.

• Review ticket quality, operational processes, and support documentation.

• Assist with workload prioritization and daily operational coordination.

• Ensure service-level expectations are achieved across the team.

• Participate in knowledge transfer and cross-training initiatives. Reporting & Compliance Support

• Generate operational reports, metrics, and status updates for stakeholders.

• Support audit requests by collecting documentation and operational evidence.

• Assist with retention, legal hold, and records management processes.

• Track recurring issues and recommend process improvements.

• Maintain operational procedures, runbooks, and knowledge articles.

Stakeholder Management

• Serve as a liaison between business users, technology teams, compliance teams, and vendors.
• Participate in operational review meetings and provide status reporting.
• Communicate outage impacts, risks, and remediation activities to stakeholders.

The RVR Support Lead is a working lead role that combines hands-on operational support with team coordination responsibilities. This position does not require people management experience but should have demonstrated experience leading initiatives, mentoring junior team members, and driving operational excellence within enterprise technology or telecommunications environments., * 3+ years of experience in IT support, telecommunications operations, unified communications support, voice recording platforms, or related technical support environments.

• 1+ years of experience serving as a team lead, senior analyst, escalation resource, or project lead.
• Experience managing complex incidents and coordinating issue resolution efforts.
• Strong troubleshooting, analytical, and organizational skills.
• Experience working with ticketing systems such as ServiceNow.
• Strong communication skills with both technical and non-technical stakeholders.
• Experience creating operational reports and presenting findings to leadership.

Nice to Have Skills & Experience

• Experience supporting NICE NTR-X, NICE Engage, Verint, or other voice recording platforms.
• Experience within banking, financial services, or other highly regulated environments.
• Knowledge of communications compliance, retention, and recording requirements.
• Exposure to Cisco Voice, Microsoft Teams Voice, Genesys, or enterprise telephony environments.
• Experience supporting audits, compliance reviews, or operational governance activities.

This is fully remote 6 month contract with extensions. This is offering 33-34/hr., Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.