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Niche Genesys voice skills reduce candidate pool despite HSBC brand and Bangalore location.
Highly specialized contact-centre voice platform skills limit cross-industry transferability.
Explicit 6–10 years requirement plus mandatory Genesys and telephony expertise enforces strict screening.
Ensure high availability, reliability, and strong performance of contact centre voice services including Genesys CX, IVR, ACD, call routing, and voice analytics.
Manage incidents, service requests, problems, change and continual improvement initiatives related to voice platforms with accountability for incident resolution within SLA and service uptime.
Collaborate with technology teams, operations, vendors and business stakeholders to lead investigations, implement changes, perform root cause analysis, and deliver measurable service improvements including automation.
6–10 years experience in contact centre technology, voice operations, Genesys CX, telephony or IT service management.
Proven expertise supporting contact centre/voice platforms such as Genesys cloud solution, IVR, ACD, and routing.
Knowledge of ITSM processes and tools (incident, problem, change management; Jira/Confluence).
Location requirement: Bengaluru
Experienced operating with complex voice and telephony platforms focusing on service availability, incident management, and continual improvement.
Strong analytical skills with ability to analyze logs, call traces, and interaction data to resolve issues and reduce recurring defects.
Comfortable working cross-functionally with vendors, business and technical teams to translate technical impacts and lead major incident responses and service improvement efforts.