Senior Business Analyst Voice SVS
HSBC Holdings plc (company site, opens in a new tab)6–10 yrsBengaluruOn-siteDirect career pageEst. 18–26 LPA
Posted on 9 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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
Ideal Candidate Profile
- 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.