Job title: Senior Business Analyst Voice SVS
- The Voice SVS Senior Analyst supports and maintains contact centre voice services to ensure high availability, reliability and strong performance across the voice estate. The role partners with SVS technology teams, operations, vendors and business stakeholders to manage incidents, service requests, problems, change and continual improvement.
- Technologies supported include Genesys CX, IVR/CIVR/Voice Bot, ACD, call routing, voice recording, voice analytics and voice bot/automation capabilities.
In this role, you will:
- Voice service operations: Provide day-to-day support, monitor service health and call flows, troubleshoot issues, manage incidents to SLAs, and act as an escalation point for complex problems.
- IVR, routing & contact flows: Maintain IVR menus/prompts and self-service journeys; diagnose misroutes, queue behaviours and IVR fallout; support updates to routing, queues, skills and business rules; analyse containment, transfers and abandonment to improve journeys.
- Genesys platform support: Support configuration and integrations across Genesys voice capabilities (ACD, routing, recording); assist with upgrades, patches and migrations; maintain strong knowledge of platform architecture and voice flows.
- Incident & problem management: Lead or contribute to P1/P2 and recurring incident investigations, perform root-cause analysis, recommend permanent fixes, and provide updates during major incidents through to full restoration.
- Change & release management: Assess impacts, support implementation and validation across environments, participate in testing and deployment, and maintain implementation/rollback/validation plans.
- Service performance & reporting: Track key metrics (availability, volumes, containment, transfers, service levels and failure rates), produce dashboards and reports, and use voice/interaction analytics to identify trends and customer-impacting issues.
- Vendor & stakeholder management: Manage vendor escalations and drive closure; collaborate across business, operations, architecture, engineering, network, security and application teams; translate technical impacts for non-technical stakeholders.
- Service improvement: Identify stability and customer-experience enhancements, reduce manual effort through automation, support modernisation to cloud/API-based platforms, and contribute to conversational AI and self-service initiatives; maintain knowledge articles and operational documentation.
To be successful you will:
Required skills & experience
- Proven experience supporting contact centre/voice platforms, including Genesys cloud solution, IVR, ACD and routing.
- Strong understanding of telephony and voice integrations.
- Experience with ITSM processes (incident, problem and change) and tools such as Jira/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.
- Knowledge of voice bots, NLU, conversational AI, ASR and TTS is desirable.
- Preferred: strong analytical and stakeholder skills, calm under pressure in major incidents, high ownership, effective cross-team working, customer focus, strong documentation discipline; Genesys and relevant telephony/cloud/ITIL certifications are advantageous.
Key performance indicators
- Voice service availability and reliability
- Incident resolution within SLA (including P1/P2 response and recovery)
- Reduction in recurring incidents and customer-impacting defects
- Reduced IVR/routing failures and fallout
- Successful change and release delivery
- Vendor SLA adherence and issue-resolution performance
- Measurable automation and continual improvement outcomes
Experience level
- 6–10 years in contact centre technology, voice operations, Genesys CX, telephony or IT service management.
Reporting line and location
- Reporting to: Vice President – CC Voice Lead
- Function: Contact Flow Management
- Location: Bengaluru
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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.”
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