Job description
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 Senior Consultant Specialist.
In this role, you will:
• Interoperable integration with Genesys and Contact Center solutions.
• Co-ordinate management of the existing implementations across the group, ensuring standard processes are used throughout.
• Responsible for providing 24*7 / On Call support with the help of geographically spread Team.
• Participate and own CTB implementation for Voice Biometrics components as per the schedule.
• Ensure maintenance of the products in line with standards defined by Global Architecture Team
• Oversee regular patching exercises as driven by ITID Service Management
• Responsible for maintenance, renewal of contract(s) with Vendors for specific/applicable technologies.
• Partner with senior business stakeholders, CC heads and other architects within HSBC / ITID to come up with a common workable solution.
• Maintain an agile mindset by adapting to the practices and processes identified as being required for our domain, leveraging agile delivery methods and associated frameworks (e.g., Lean) and Bank tools (e.g., JIRA) to achieve this.
• Maintains liaison with customers to understand business requirements and translates them into IT designs.
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Co-ordinate regular background model maintenance activities with the vendor to ensure the biometric accuracy does not deteriorate.
Requirements
To be successful in this role, you should meet the following requirements:
• Should be able to work under pressure for delivering the Business requirements 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 a good problem manager, who understands the nature of problem and takes 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.
• Experience in working with global teams, especially UK / HKG.
• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure. Knowledge on associated ecosystems including IVR, SBC, SIP, & Networking along with strong knowledge of VoIP and real-time communication protocols.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proven experience in implementing Voice Biometrics solutions in a global environment.
• Experience of at least 3 to 6 years within Telecommunications having worked on Contact Centre Technologies. Cloud experience in AWS and Azure is good to have.
• Inclination towards the Voice Biometrics and Speech Science domains.
• Familiarity with network security practices and protocols.
• Contact Centre Infrastructure knowledge.
• Experience with cloud-based Voice solutions.
• Telephony/Carrier experience/knowledge.
www.hsbc.com/careers
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Issued by – HSBC Software Development India