Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers shine brighter than others. If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Consultant Specialist In this role, you will:

• Should be able to work under pressure for ensuring 99.99% uptime and SLA adherence for incidences and SNOW requests & also ensure projects undertaken are delivered within expected timelines.
• Should be able to understand the technical design requirements in Voice and Contact Centre field and demonstrate the skills for improvising the technology infrastructure.
• Should be an excellent Genesys Troubleshooting, who understands the nature of problem and take corrective steps in order to minimize the Business impact.
• Should possess knowledge of infrastructure security requirements and take necessary steps to have it complied as per group standards.
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Requirements

• The job holder will be qualified as Bachelor of Engineering (Electronics and Communications) or equivalent.
• The ideal candidate for this role will have excellent Technical & Communication skills
• Experience of at least 10 years only on Genesys & within Telecommunication having worked on Contact Center Technologies
• Experience in Financial industry would be preferred
• Extensive experience (+ 5 yrs) in Genesys Operations & ITIL processes
• Solution and implementation Experience (+3 yrs)
• Integration of various / multiple channels into Genesys
• Stability and scalability, enhancements, improvements
• Extensive experience of NGT and associated ecosystems including SBC, SIP, networking & voice
• Demonstrated abilities to lead group of engineers towards various operational & ITIL processes.
• Ability to gather the right requirement for new projects for design / solution / transform business requirements into solutions
• Ability to manage Telco & Genesys Vendor to ensure SLA compliance and weekly/monthly governance calls
• Partner with senior business stakeholders, CC heads and other architects within HSBC / ITID to come up work a common workable solution
• Collaborate with Digital and other associated divisions while designing and implementing CC architecture (API)
• Absolutely hands-on in installing, upgrading and migrating platforms and Genesys components
• Experience in working with global teams
• Having worked and having good understanding and hands on experience for Genesys troubleshooting L2/L3 support.
• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
• A Deep understanding of telephony platforms, both Traditional TDM and IP Telephony (Genesys)
• Vendor communication/relationship. Experience on Genesys, Nuance, Cisco etc.
• Familiar with Voice Bio and Nuance Products along with SBC, networking, voice, would be an advantage
• Be part of a team that performs sustainable continuous improvement, identifying and removing organisational barriers affecting the team, processes and products owned
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods, associated frameworks (e.g., Lean) and Bank tools (e.g., JIRA) to do this
• Certified on Genesys a plus
• Good understanding and hands on experience of at least 8 + years of SPECIFIC Genesys Experience

Must Have (> 8 yrs (min) on Genesys alone)

• SIP detail knowledge- 7 to 8 out of 10 (on a scale of 1 to 10)
• Good experience on Framework & HA
• ITIL- Experience – Must have experience on L2/L3 support for large group for > 3 yrs
• Excellent troubleshooting L2/L3 detailed (log level) experience
• Implementation (Installation and Configuration experience) in Production
• URS/ORS- Routing development on scripts &
• Unix / Windows & Network basic knowledge

Nice To have added (advantage) on Genesys

• Genesys Cloud Experience

• Outbound solution

• WFM Work Force Management

• Oracle SBC

You’ll achieve more when you join HSBC. www.hsbc.com/careers HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by – HSBC Software Development India