Genesys Support Engineer

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 Genesys Support Engineer

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

Principal responsibilities 

• 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 of Contact Center services being supported.

• 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.
• Good understanding and hands on experience of at least 5+ years for Genesys troubleshooting L3 support.
• 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.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. 
At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.
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 Electronic Data Process Mexico Private LTD***

• After hours on-call support is required.  These hours can be unpredictable at times.