Senior Business Analyst Voice SVS

HSBC
Bengaluru
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 6-10 yearsSkills: ["Stakeholder management","Analytical thinking","Ownership","Cross-team collaboration","Customer focus"]

Support and maintain HSBC contact centre voice services to ensure high availability, reliability, and strong performance. Own day-to-day voice service operations, incident/problem/change management, and IVR/routing contact flow troubleshooting. Configure and integrate Genesys voice capabilities, track service performance and reporting metrics, and collaborate across technology, operations, vendors, and stakeholders to deliver continual improvement, automation, and modernisation initiatives.

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FursaFursa
HSBC
HSBC
1 day ago

Senior Business Analyst Voice SVS

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support and maintain HSBC contact centre voice services to ensure high availability, reliability, and strong performance. Own day-to-day voice service operations, incident/problem/change management, and IVR/routing contact flow troubleshooting. Configure and integrate Genesys voice capabilities, track service performance and reporting metrics, and collaborate across technology, operations, vendors, and stakeholders to deliver continual improvement, automation, and modernisation initiatives.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Provide day-to-day voice service support by monitoring service health, managing incidents to SLAs, and escalating complex issues.
  • •Maintain IVR menus/prompts and self-service journeys; diagnose misroutes/queue behaviours and IVR fallout to improve contact flows.
  • •Support Genesys voice platform configuration, integrations, and upgrades, patches, and migrations while maintaining knowledge of voice flow architecture.
  • •Lead or contribute to P1/P2 and recurring incident investigations with root-cause analysis and recommendations for permanent fixes and full restoration.
  • •Assess change/release impacts across environments, support implementation and validation, and track performance metrics with dashboards and reports to drive continual improvement.

Key Requirements

  • •6–10 years supporting contact centre/voice platforms, including Genesys cloud solution, IVR, ACD, and routing.
  • •Strong understanding of telephony and voice integrations.
  • •Experience using ITSM processes (incident, problem, change) and tools such as Jira and Confluence.
  • •Ability to analyse logs, call traces, and interaction data; familiarity with recording and speech/interaction analytics.
  • •Exposure to APIs, integrations, and cloud contact centre platforms; SQL/reporting is beneficial.
Experience:6-10 yearsContact centre technologyVoice operationsGenesys CXTelephonyIT service managementConversational AI
Skills:Stakeholder managementAnalytical thinkingOwnershipCross-team collaborationCustomer focus
Certifications:GenesysTelephonyCloudITIL
Tech Stack:Genesys CXGenesys cloud solutionIVRCIVRVoice botACDCall routingVoice recordingVoice analyticsSpeech/interaction analyticsJiraConfluenceITSMAPIsSQLNLUConversational AIASRTTSCloud contact centre platforms

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn