Senior Software Engineer

Senior Software Engineer

HSBC
10-13 years
Not Specified

Job Description


Job Description
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.
We are currently seeking an experienced professional to join our team in the role of Senior Software Engineer
Principal responsibilities
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 LeadThe following abilities are critical imperatives of the role:
Major Challenges-
  • 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 take 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.

Role Context
  • The location of the role is within HSBC Technology India (HSDI) Pune.
  • 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
  • Have knowledge and experience of installation, configuration and upgrading of Genesys applications
  • Follow ITIL principles for Incident, Change and Problem management.
  • Need to support adhoc tasks like testing / quality sampling / analyze data any other business requirement
  • Should be able to provide inputs in improvising the Procedures and Policies to bring in more operational efficiency.

Principal Accountabilities: Key activities and decision making areas:
Impact on the Business/Function
  • 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
  • Contact Center services being supported.

Customers / Stakeholders
  • 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. Qualifications
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
  • 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 take 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.

Role Context
  • The location of the role is within HSBC Technology India (HSDI) Pune.
  • 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
  • Have knowledge and experience of installation, configuration and upgrading of Genesys applications
  • Follow ITIL principles for Incident, Change and Problem management.
  • Need to support adhoc tasks like testing / quality sampling / analyze data any other business requirement
  • Should be able to provide inputs in improvising the Procedures and Policies to bring in more operational efficiency.

Principal Accountabilities: Key activities and decision making areas:
Impact on the Business/Function
  • 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
  • Contact Center services being supported.

Customers / Stakeholders
  • 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.

Requirements/ Knowledge, Experience & Qualifications.
  • The job holder will be qualified as Bachelor of Engineering (Electronics and Communications) or equivalent.
  • The ideal candidate for this role will have good leadership skills, with appropriate technical expertise
  • Experience of at least 10 years with international Telecoms organization, Telecom service provider, large financial organization, large Call Centre.
  • Certified on Genesys
  • Good understanding and hands on experience of at least 8 + years of SPECIFIC Genesys Experience

Must Have (> 8 yrs (min) on Genesys alone)
  • Genesys WFM Work Force Management implementation, Troubleshooting Experience, Business users interaction/co-ordination experience- 6 to 8 yrs
  • Good experience on Framework & HA
  • ITIL- Experience - Must have experience on L2/L3 support for large group for > 3 yrs
  • Excellent troubleshooting L2/L3 detailed (log level) experience (WFM)
  • Implementation (Installation and Configuration experience) in Production
  • URS/ORS- Routing development on scripts
  • Unix / Windows & Network basic knowledge

Nice To have added (advantage) on Genesys
  1. Genesys Cloud Experience
  2. Outbound solution
  • 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.
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.'
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
**Issued By HSBC Software Development Centre***

About HSBC

Job Source : hsbc.taleo.net

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