Contact Center Voice Biometrics Engineer / IT Infrastructure Delivery

Job title: Contact Center Voice Biometrics Engineer / IT Infrastructure Delivery

Company: HSBC

Job description: 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

  • Co-ordinate management of the existing implementations across the group, ensuring standard processes are used throughout.
  • Design and implement new Voice Biometrics solutions across the markets based on Business requirements.
  • Responsible for providing 24*7 / On Call support with the help of geographically spread Team
  • Participate and own CTB implementation for Voice Biometrics components as per the schedule
  • Ensure maintenance of the products in line with standards defined by Global Architecture Team
  • Oversee regular patching exercises as driven by ITID Service Management
  • Responsible for maintenance, renewal of contract(s) with Vendors for specific/applicable technologies.

Customers / Stakeholders

  • Maintains liaison with customers to understand business requirements and translates them into IT designs.
  • Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
  • Co-ordinate regular background model maintenance activities with the vendor to ensure the biometric accuracy does not deteriorate

Leadership & Teamwork

  • High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development.
  • Ability to work within Global Team to lead and motivate a high skilled architecture Team

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

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

· 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

· 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.

Management of Risk (Operational Risk / FIM requirements)

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

  • 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 Center 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
  • Experience in working with global teams, especially UK / HKG
  • 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.
  • 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


Any Graduate

Expected salary:

Location: Pune, Maharashtra

Job date: Wed, 19 Aug 2020 07:26:55 GMT

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