Genesys Support Engineer - Contact Centre Infrastructure : 0000EM7E
At HSBC we are committed to build a culturewhere all employees and customers are valued regardless of gender, age,sexuality, ethnicity, disability, religious belief, background and anyother aspect of personal difference
HSBC employees are committed to act withcourageous integrity and standing firm for what is right. We arereliable, open to different ideas and cultures and connected with customers,community, regulators and with each other."
HSBC invites you to participate in our recruitmentprocess for :
Genesys Support Engineer - Contact Centre Infrastructure
The jobholder will manage the voice and contactcenter systems and will form the focal point of service provided on contactcenter, voice and video technologies.
She / he will be part of global operationssupport team and will report into Operations Lead
The location ofthe role is within HSBC MEX.S.A. INST DE BMGF, Mexico
Good analytical,problem solving & communication skills
Self-motivated andenthusiastic, team player, capable of working independently
Provide 24x7technical support for any production issues on the contact centerinfrastructure technologies globally
Have knowledge andexperience of installation, configuration and upgrading of Genesys applications
Follow ITILprinciples for Incident, Change and Problem management.
Need to supportadhoc tasks like testing / quality sampling / analyze data any other businessrequirement
Should be able toprovide inputs in improvising the Procedures and Policies to bring in moreoperational efficiency.
Principal Accountabilities :
The jobholder will alsocontinually reassess the operational risks associated with the role andinherent in the business, taking account of changing economic or market conditions,legal and regulatory requirements, operating procedures and practices,management restructurings, and the impact of new technology.
This will be achieved byensuring all actions take account of the likelihood of operational riskoccurring.
Also by addressing anyareas of concern in conjunction with line management and / or the appropriatedepartment.
Bachelor Degree : Engineering(Electronics and Communications) or equivalent.
The idealcandidate for this role will have good leadership skills, with appropriatetechnical expertise
Experience of atleast 10 years with international Telecoms organization, Telecom serviceprovider, large financial organization, large Call Centre.
Good understandingand hands on experience of at least 5+ years for Genesys troubleshooting L3support.
Good understandingof networking topologies and their associated interconnectivity with theLAN / WAN infrastructure, Contact Centre infrastructure.
A Deepunderstanding of telephony platforms, both Traditional TDM and IP Telephony(Genesys.)
Managing IVR andcontact center infrastructure (Genesys, SIP, SBC etc).
Must work withconfidence under limited supervision and provide detailed reports
Conduct regularmaintenance of Telecommunication systems and other contact centerinfrastructure equipment's.
Manage disasterrecovery of Telecommunication infrastructure and installations.
Manage capacityplanning for all telephony services and equipment and setting upTelecommunication infrastructure.
Regularly reviewopen issues and action items with the internal and external parties.
Coordinates andsupports field personnel regarding installation of hardware / software on variousplatforms.
Vendorcommunication / relationship. Experience on Genesys, Nuance, Cisco etc.
After hourson-call support is required. These hourscan be unpredictable at times.
Familiar withVoice Bio and Nuance Products
Be part of a teamthat performs sustainable continuous improvement, identifying and removingorganisational barriers affecting the team, processes and products owned
Maintain an agilemind-set by adopting the practices and processes identified as being requiredfor our domain, leveraging agile delivery methods, associated frameworks (e.
g.,Lean) and Bank tools (e.g., JIRA) to do this
Understand andfollow the ITID / Telecoms / Contact Centre strategy and vision
North America-Mexico-Distrito Federal-Azcapotzalco