Job Description

Business/Function & Location:Hyd ,Role :Voice Metric 
(Country/Department) ITID/Telecommunication Services/Contact Centre Infrastructure - India
Role Purpose (overall high-level summary of the role) 
The jobholder will lead the production support team for the Voice Biometrics implementations across the Bank globally. Additionally, he/she will provide support of the integration points into the system (IVR/Desktops/Batch feeds), and liaise with the associated application teams to resolve any issues. The role will also involve platform maintenance - standardisation of config / alerting / housekeeping and be responsible for any system upgrades. He/she is also expected to provide full support for CTB projects across the Bank for these systems.
Principal Accountabilities: Key activities and decision-making areas Typical Targets and Measures
Impact on the Business/Function 

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

• • 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 environment and operating conditions of the role including the extent of guidance and authority)

• • Good analytical, problem solving & communication skills.
• Self-motivated and enthusiastic, team player, capable of working independently.
• Have knowledge and experience of installation, configuration and upgrading of Genesys applications.
• Follow ITIL principles for Incident, Change and Problem management. 
• Need to support ad hoc 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.
Management of Risk (Operational Risk / FIM requirements)

Observation of Internal Controls (Compliance Policy / FIM requirements)
       
• 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 within Telecommunication having worked on Contact Centre Technologies 
• Experience in Financial industry would be preferred.
• Experience of at least 5 years in Voice Biometrics technologies (including Nuance) is requirement for this role.
• Familiar with Genesys Architecture and Integration of various / multiple channels into Genesys 
• Stability and scalability, enhancements, improvements  
• Extensive experience of NGT and associated ecosystems including SBC, SIP, networking & voice 
• Partner with senior business stakeholders, CC heads and other architects within HSBC / ITID to come up work a common workable solution. 
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• Experience in working with global teams, especially UK / HKG 
• Cloud experience in AWS and Azure.
• Interoperable integration with Genesys and contact centre solutions.
• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
• Vendor communication/relationship. Experience on Genesys, Nuance, Cisco etc.
• Mandatory requirements to have hands on with project implementation with voice biometrics solution and gatekeeper.
• 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

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Deliver

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