HSBC Group

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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.

Department- CTO

In this role, you will:

•    Should possess knowledge of infrastructure security requirements and take necessary steps to have it complied as per group standards.
•    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)
  

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

India HTC - IND HSDI : IJP candidate user guide (service-now.com)

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