Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of Technical Service Manager.

Business: CTO

Principal responsibilities 
• Responsible for Genesys system design, implementation, maintenance and troubleshooting;
• Responsible for Analytics Contact Centre requirements on requirements gathering, clarification, estimation;
• Responsible for system upgrade, monitoring, reconstruction, fine-tuning, and pre-research;
• Responsible for technical related analysis, research and formulation of related technical solutions;


• Bachelor’s degree or above in computer and related majors, more than 8 years of practical work experience in Call center industry, 2 years of relevant experience in Genesys;
• Experience in Genesys platform: Genesys Voice portal (GVP) solution Genesys Framework, Genesys SIP Server, Genesys InfoMart, Genesys Administrator, Genesys Interaction Recording and Genesys Interaction Workspace;
• Exposure to Call Routing/Strategy (URS) Capabilities, CTI, and T-Server;
• Familiar with VOIP / SIP protocols;
• Ability to communicate effectively both verbally and written with stakeholders (internal as well as external)
• Ability to work with a sense of urgency in an aggressive, multi-tasking environment
• Contribute productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
• Able to develop positive relationships. Establish a rapport with customers & achieve mutual trust and respect.
• Ability to work to strict deadlines and under pressure, deal with competing priorities 
• Excellent decision making & problem solving skills. Ability to work on own initiative.  Excellent organizational & prioritizing skills.
• Good understanding of Service Management Processes of Incident Management, Change Management and Problem Management.
• Good English reading/writing/speaking ability;
• Good communication and team work;


About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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