Java/VXML Development/CONSULTANT SPECIALIST

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 Consultant Specialist.

In this role, you will:

• Deliver the solutions / deliverables per the agreed requirements, schedules, within estimated efforts, within levels of quality and documentation
• Provide technical inputs to assist TL / APM to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis.
• Work on critical / complex incidents & issues and ensure completion within agreed deadlines.
• Present IVR technical design to required parties and gain business approval.
• Ensure all Contact Centre Infrastructure teams understand their low-level requirements.
• Work with other engaged teams to define their low-level requirements e.g. API designs 
• Understand & analyses changes in technology & process across the Group / regions that would impact development & support of builds & tools.
• Collaborate with regional and global internal & external stakeholder teams as required. Ensure understanding of practices within regions and drive standardization amongst regions
• Lead the design of processes, identify changes to internal processes, identify gaps, define & document process workflows and ensure operations impacts are managed
• Periodically review and update existing process / project documentation, process workflows, document templates, communication template and checklists. Ensure the project documentation is up to date
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To be successful in this role, you should meet the following requirements:

• 6+ years of experience in contact center systems / infrastructure.
• Extensive knowledge of contact center application including IVR, CIVR, Genesys, call routing, media bar.
• Excellent analytical and problem-solving mindset.
• Excellent programming skills in Java, J2EE, REST, JSON, Spring Basics, VXML and must have extensive experience in developing Interactive Voice response (IVR) applications.
• Good to have knowledge on Voice Biometrics, Speech IVR.
• Good to have knowledge on Oracle and MSSQL Database.
• Should have knowledge on source code repository tool like GIT, RTC, SVN
• Candidate should have knowledge on CI/CD pipelines.
• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
• High level understanding of Genesys platform.
• Managing IVR and contact centre infrastructure.
• Working with third parties (outside of HSBC) e.g. Nuance, Genesys.
• Good to have AWS/Azure platform knowledge.
• Must work with confidence under limited supervision and provide detailed reports.
• After hours on-call support is required.  These hours can be unpredictable at times.
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is 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. 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 Software Development India