Job Description

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:

Principal responsibilities

Service Delivery & Support

• Align to business partner's goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications.
• Deliver the solutions / deliverables per the agreed requirements, schedules, within estimated efforts, within levels of quality and documentation
• Provide technical inputs to assist TL / APM to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis.
• Work on critical / complex incidents & issues and ensure completion within agreed deadlines.
• Identify sustainable cost savings & efficiency gains that can be achieved by removal / reduction of direct or by reduction in FTE requirement through automation of manual tasks, removal of duplicate tasks, improvements in processes.

Customers / Stakeholders

• Proactively identify problem situations and resolve to give maximum customer satisfaction.
• Timely and appropriate escalations, only where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence.
• Understand & analyse changes in technology & process across the Group / regions that would impact development & support of builds & tools.
• Collaborate with regional and global internal & external stakeholder teams as required. Ensure understanding of practices within regions and drive standardization amongst regions.

Communication

• Communicate project updates / progress, action plans / issues on timely basis.
• Organize & lead meetings with regional teams for development or support of deliverables.
• Participate in crisis call and other global calls for support & delivery of domain goals.

Leadership & Teamwork

• Buddy/mentor for a new recruit / TSE and SE/SSE in technical areas
• Ensure the project delivery does not suffer while replacing a resource
• Handle technical escalations for team

Operational Effectiveness & Control

• Lead the design of processes, identify changes to internal processes, identify gaps, define & document process workflows and ensure operations impacts are managed
• Periodically review and update existing process / project documentation, process workflows, document templates, communication template and checklists. Ensure the project documentation is up to date
• Suggest & implement best-in-class industry practices in the projects, as applicable.
• Mitigate and record risks early to ensure minimal and/or no impact to project deliveries.
• Ensure contingencies are planned within all activities.

Compliance

• Compliance to Information Security & Risk guidelines.
• Strict adherence to all regulatory issues and compliance of all internal controls

Leadership & Teamwork

• Buddy/mentor for a new recruit / TSE and SE in technical areas.
• Be mentor of the SE/SSEs with a view of taking ownership of technical deliverables of the offshore.
• Ensure the project delivery does not suffer while replacing a resource.
• Handle technical escalations for team.
• Conduct relevant training sessions to develop skills of team members that would benefit in their day to day job / increase all round awareness of various technologies, standards & processes in project. Training sessions to be conducted with appropriate training material & hands on labs.
• Prepare new best practices, technical and processes documents .
• Create / Maintain knowledge base through documentation or video
• Develop & enhance your knowledge in by way of courses, trainings, certification & hands on experience.

Requirements

To be successful in this role, you should meet the following requirements:

• 9-10+ years of experience in Contact centre.
• Excellent programming skills in Java, J2EE, REST, JSON, Spring Basics, VXML and good to have extensive experience in developing Interactive Voice response(IVR) applications.
• Good to have knowledge on Voice Biometrics, Speech IVR.
• Good to have knowledge on Oracle and MSSQL Database.
• Should have knowledge on source code repository tool like GIT, RTC, SVN
• Candidate should have knowledge on CI/CD pipelines.
• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
• High level understanding of Genesys platform.
• Managing IVR and contact centre infrastructure.
• Must work with confidence under limited supervision and provide detailed reports.
• After hours on-call support is required. These hours can be unpredictable at times.
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
• The location of the role is within HSBC Technology India (HSDI) Pune.

You'll achieve more when you join HSBC.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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 Centre***