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hace 3 semanas

Azcapotzalco, México HSBC A tiempo completo

Some careers have more impact than others.If you’re looking for a career where you can make a real impression, join GSC 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.We are currently seeking an experienced professional to join our team in the role of Genesys Support EngineerPrincipal responsibilities- Maintains liaison with customers to understand business requirements and translates them into IT designs.- Leads efforts to define post-implementation support requirements.- Understanding the needs of both internal and external customers and be committed to delivering an excellent service.- 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**Requirements**:**Requirements**:- 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.)- Good analytical, problem solving & communication skills- Self-motivated and enthusiastic, team player, capable of working independently- Provide 24x7 technical support for any production issues on the contact center infrastructure technologies globally- Follow ITIL principles for Incident, Change and Problem management.- Need to support adhoc tasks like testing / quality sampling / analyze data any other business requirementYou’ll achieve more when you join HSBC.**Issued By HSBC Electronic Data Processing (India) Private LTD

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