Senior Genesys Support Engineer - Contact Centre Infrastructure : 0000EM7C
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HSBC invites youto participate in our recruitment process for :
The jobholderwill lead & manage the voice and contact center systems and will form thefocal point of service provided on contact center, voice and videotechnologies.
She / he will be part of global operations support team and willreport into Operations Lead
Thelocation of the role is within HSBC MEX.S.A. INST DE BMGF, Mexico
Self-motivatedand enthusiastic, team player, capable of working independently
Provide24x7 technical support for any production issues on the contact centerinfrastructure technologies globally
Haveknowledge and experience of installation, configuration and upgrading ofGenesys applications
FollowITIL principles for Incident, Change and Problem management.
Needto support adhoc tasks like testing / quality sampling / analyze data any otherbusiness requirement
Shouldbe able to provide inputs in improvising the Procedures and Policies to bringin more operational efficiency.
Principal Accountabilities : The jobholder will also continually reassessthe operational risks associated with the role and inherent in the business,taking account of changing economic or market conditions, legal and regulatoryrequirements, operating procedures and practices, management restructurings,and the impact of new technology.
This will be achieved by ensuring allactions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern inconjunction with line management and / or the appropriate department.
BachelorDegree : Engineering (Electronics and Communications) or equivalent.
Theideal candidate for this role will have good leadership skills, withappropriate technical expertise
Experienceof at least 10 years with international Telecoms organization, Telecom serviceprovider, large financial organization, large Call Centre.
Goodunderstanding and hands on experience of at least 8+ years for Genesystroubleshooting L3 support.
Goodunderstanding of networking topologies and their associated interconnectivitywith the LAN / WAN infrastructure, Contact Centre infrastructure.
ADeep understanding of telephony platforms, both Traditional TDM and IPTelephony (Genesys.)
ManagingIVR and contact center infrastructure (Genesys, SIP, SBC etc).
Mustwork with confidence under limited supervision and provide detailed reports
Conductregular maintenance of Telecommunication systems and other contact centerinfrastructure equipment's.
Managedisaster recovery of Telecommunication infrastructure and installations.
Managecapacity planning for all telephony services and equipment and setting upTelecommunication infrastructure.
Regularlyreview open issues and action items with the internal and external parties.
Coordinatesand supports field personnel regarding installation of hardware / software onvarious platforms.
Vendorcommunication / relationship. Experience on Genesys, Nuance, Cisco etc.
Afterhours on-call support is required. Thesehours can be unpredictable at times.
Familiarwith Voice Bio and Nuance Products
Bepart of a team that performs sustainable continuous improvement, identifyingand removing organisational barriers affecting the team, processes and productsowned
Maintainan agile mind-set by adopting the practices and processes identified as beingrequired for our domain, leveraging agile delivery methods, associatedframeworks (e.
g., Lean) and Bank tools (e.g., JIRA) to do this
Understandand follow the ITID / Telecoms / Contact Centre strategy and vision
North America-Mexico-Distrito Federal-Azcapotzalco
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