Genesys Support Engineer

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.
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.
- “At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member._
- Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and car care”_

We are currently seeking an experienced professional to join our team in the role of **Genesys Support Engineer**

The jobholder will manage the voice and contact center systems and will form the focal point of service provided on contact center, voice and video technologies. She/he will be part of global operations support team and will report into Operations Lead

**Principal responsibilities**
- Part of support structure of Global Contact Center Infrastructure support operations to ensure service availability 24*7*365.
- Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre, Voice and Video systems etc.
- Good communication, interpersonal skills and team player with vendor liaising & analytical skills.
- Responsible for problem management, capacity, availability, change and service level management of Contact Center services being supported.

Requirements

**Calificaciones - Externas**
- The job holder will be qualified as Bachelor of Engineering (Electronics and Communications) or equivalent.
- Experience of at least 10 years with international Telecoms organization, Telecom service provider, large financial organization, large Call Centre.
- Good understanding and hands on experience of at least 5+ years for Genesys troubleshooting 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.)
- Managing IVR and contact center infrastructure (Genesys, SIP, SBC etc).
- Must work with confidence under limited supervision and provide detailed reports
- Conduct regular maintenance of Telecommunication systems and other contact center infrastructure equipment's.
- Manage disaster recovery of Telecommunication infrastructure and installations.
- Manage capacity planning for all telephony services and equipment and setting up Telecommunication infrastructure.
- Regularly review open issues and action items with the internal and external parties.
- Coordinates and supports field personnel regarding installation of hardware/software on various platforms.
- Vendor communication/relationship. Experience on Genesys, Nuance, Cisco etc.
- After hours on-call support is required. These hours can be unpredictable at times.
- Familiar with Voice Bio and Nuance Products
- 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
- Understand and follow the ITID/Telecoms/Contact Centre strategy and vision

You’ll achieve more when you join HSBC.

**Issued By HSBC Electronic Data Processing (India) Private LTD